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EXPERIENCE DIFFERENTIATION

Global Ecommerce & Marketing Platform
CX Strategy | Operationalization | CX Management

CHALLENGE

Faced with dropping retention and challenging acquisition pipelines, a global ecommerce and marketing platform needed to stand out among competitors in the market to delight current and attract new customers. ​

APPROACH

To motivate choice over competition for potential customers and retention for existing customers, we developed customer experience differentiators through analysis of customer pain points, competitive alternatives, and current assets and capabilities. We drove adoption of the differentiators through robust change management activities (trainings, communications, governance, etc.) ensuring that teams are equipped to bring these to life in customer touchpoints. ​

VALUE DELIVERED

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Increased retention + acquisition metrics

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Drove adoption and consistent usage through facilitated trainings + CX differentiator playbook

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Created backlog of innovative ideas to apply CX differentiators across customer journey