Customer experience research
Design customer experiences based on my customer experience strategy and research-based customer understanding.
What are you going to get?
Customer Interviews Insights
Ethnographic Research Report (observations & follow alongs)
Customer Feedback Survey Insights
Customer Advisory Board Set Up
Product User Communities Set Up
My goal
Design customer experiences based on research-based customer understanding.
I am
Strong leader that wants to understand my customers better.
the process
Timeline
1st Month
Current State Assessment (High engagement Stage for the client) Communication (clear, consistent emails
that keep everyone up-to-date and engaged) Project Management (phone and email check-ins with Leaders
and Core Team Members)
2nd Month
Executive Kick Off Meeting Culture Intro Workshop Communication (clear, consistent emails that keep
everyone up-to-date and engaged) Project Management (phone and email check-ins with Leaders and Core
Team Members)
2nd Month
Executive Kick Off Meeting Culture Intro Workshop Communication (clear, consistent emails that keep
everyone up-to-date and engaged) Project Management (phone and email check-ins with Leaders and Core
Team Members)
3rd Month
Values Workshop Leadership Commitments Workshop Communication (clear, consistent emails that keep
everyone up-to-date and engaged) Project Management (phone and email check-ins with Leaders and Core
Team Members)
4th Month
Behaviors Workshops Communication (clear, consistent emails that keep everyone up-to-date and
engaged) Project Management (phone and email check-ins with Leaders and Core Team Members)
5th Month
Rituals Session Communication (clear, consistent emails that keep everyone up-to-date and
engaged) Project Management (phone and email check-ins with Leaders and Core Team Members)
6th Month
Reflection Session Communication (clear, consistent emails that express gratitude and reinforce the
culture we built together) Project Management (phone and email check-ins and wrap-ups with Leaders and
Core Team Members)
We do not want to waste your time
You know that employees are the best investment for the growth of your organization and the profit margin.
You believe in the interdependency between employee experience and customerexperience.
You understand that facility management and architectural design are parts of the solution, but that employee experience is an additional laywer needed in the design process for adoption and impact.
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We do not want to waste your time
You know the importance of research and that there are things only qualitative research can inform
You are ready to hear your customers even if you might not like what comes back
You agree with Bill Gates that “Your most unhappy customers are your greatest source of learning.”