• The Experience Audit

    An assessment that uncovers ways to improve engagement and grow your business.
    Scoring each Interaction
    We collect deep feedback from the audience about what works for them and what does not.
    Recommendations for how to Improve
    As part of our interviews, we ask for suggestions about how to improve those experiences that score poorly. .
    Estimated ROI
    We use feedback obtained in the interviews and scans of the landscape to estimate the return on the investment in making the recommendedimprovements..

How It Works

Audit Kickoff
Meet to decide on which journey and which personas to focus the audit. Identify internal stakeholders to interview. Identify source for audience contacts. Review internal experience research/metrics/stats.
Interview Stakeholders
What are the stages of the journey? What are current systems in place to collect journey feedback? What is known about the quality of the journey? Why was journey set up in the current manner?
Interview Audience
Topics covered in interviews: Description of the current journey. Deep dive into perceptions about ease of use. Competitor/other examples Consequences from current and future experience.
Deliverables
1. Summary of internal interviews 2. Summary of customer interviews 3. Consolidated journey map 4. Recommendations for improving the journey 5. Estimated Return on the investment for making the recommended changes

Deliverables Deliver Results

Based on the experience across industries, these are the kinds of results you may expect:
Audience Retention
20% increase in customer retention. 17%-24% of customers will not purchase again after just one bad experience.
Increase in Spend
Improved experiences can increase revenue by 15%-20%2.5x more revenue from customers than competitors who do not focus on CX2%-3% reduction in abandoned carts.19% increase in cross-sell/upsell.
Business Growth
Companies with revenues of $1b can expect to see additional $700 million over 3 years25% increase in customer lifetime value19% increase in conversion rates