We all remember the movie "Groundhog Day." Bill Murray's character Phil Connors, trapped in a time loop, reliving the same day over and over again. A great plot for a comedy, but not so funny for your brand's customer experience (CX).
When it comes to the consumer journey, many brands find themselves stuck in a cycle of Groundhog Day-like repetition, perpetuating the same patterns without making any real progress.
I’m sure it’s happened to you at least once. You visit an eTailor with endless choices, all with boring descriptions and poor-quality photos. The checkout process is lengthy and confusing, full of time consuming, unnecessary steps, and the return process turns out to be impossible to navigate.
Or perhaps a travel website you’re using is slow and buggy, making it difficult to compare prices and discover new options. Once you book your stay, the communication line is minimal, leaving you feeling unsure about check-in procedures and unsatisfied with the experience.
Does this feel familiar when it comes to your CX? Is your business stuck in a CX Groundhog Day, feeling trapped in a rut of ineffective strategies?
If so, you’re not alone.
But what if there was a way out? What if you could escape the CX litany and enter a world where your customers feel valued, engaged, and excited about interacting with your brand?
That’s where our exclusive CE/CX department comes in. We believe that truly understanding your customers, not just through data and demographics, but on a deeply human level, is the key to unlocking next-level brand growth.
Think of it as your personal escape pod from the monotony of outdated or overdone CX strategies.
WE WOULDN'T BE CE WITHOUT CX
We’ve built CE/CX as a dedicated in-house consultancy fueled by design thinking and an insatiable drive for insights that ignite human-centered transformation.
For us, CX isn’t just a buzzword; it’s the heart of our agency. We use an audience-centric approach to create brands that people want to be part of — brands that are creative, distinctive, and effective.
CX is the blueprint to make it happen.
For over 100 years, we’ve immersed ourselves in the customer journey — living, breathing, and learning alongside the culture creators of today and tomorrow. We don’t just study consumers, we become them; sweating it out in the Navy’s bootcamp, riding Harley-Davidsons, and pushing OnStar’s blue button.
This firsthand connection fuels our strategies, inspiring campaigns that resonate with the transparency and authenticity your target audience craves. We’ve navigated the twists and turns of niche industries, from auto giants like General Motors to trendsetters like Forever 21.
Every aspect of our work, from capabilities to workflow, is crafted around our unique CX-based strategies, ensuring seamless execution and exceptional results. We’re not interested in the same old procedure. We’re about refreshing customer journeys, crafted with passion and precision.
Here's how we stand out from the crowd and break the Groundhog Day cycle when it comes to customer experience:
- We go beyond the surface. We go beyond superficial data to understand the complex dynamics between your brand and your customers’ desires. Forget cookie-cutter solutions — we use design-led principles and immersive research to understand the diversity of your customers’ desires and frustrations. We uncover the “why” behind their behaviors, not just the “what.”
- We build bridges without barriers. We believe in collaboration, not silos. Our integrated planning approach ensures seamless coordination between strategy and execution, creating unified CX that resonates with every touchpoint. From strategic development to tactical execution, we create integrated plans that bridge the gap between your vision and your customers’ reality.
- We’re data-driven, but human-focused. We leverage cutting-edge tools and insights to understand your customers, but we never lose sight of the human element. Our strategies are built on being radically human, ensuring your CX is as authentic as it is effective. This is more than information; it’s the fuel that powers future results.
- We’re redefining the consumer journey. Insights are great, but an action plan is better. We implement everything from journey mapping and audience segmentation to activation and measurement. This equips you with the tools and resources you need to make a real, lasting impact with CX. We don’t just diagnose problems; we provide real life solutions.
Results, Not Just Promises
We’re obsessed with CX, and it shows. We created CE/CX to be the fuel which ignites people-focused transformation across our client’s businesses. Using a methodology based in design-forward thinking, we help amplify the voice of the customer through workshops, strategic frameworks, and training.
We leverage these powerful tools to make it happen:
- Audience Planning
- We dig deep to define your audience through addressable segmentation, enriching your existing segments and making them actionable.
- Business Auditing
- We go beyond the numbers to uncover the hidden potential within your business and chart a clear path to success.
- CX Research
- We employ a full suite of research methods to understand your customers on a deeper level, unearthing their needs, wants, and pain points.
- Actions & Insights
- We turn insights into actionable strategies using cutting-edge tools to visualize your customer journey, prioritize areas for improvement, and refine your CX for maximum impact.
The CE edge is human touch, and it’s infused into every single strategy we deploy. We’re not illusive robots churning out algorithms. Instead, we’re your dedicated partners, collaborating with you at every step of the way to understand your unique story and translate it into experiences that reach the right people at the right time to captivate new and existing customers.
See For Yourself:
A Case Study in Brand Reimagination
Casper, a name synonymous with sleep innovation, faced challenges with brand recognition and trust. So, we partnered up, embarking on a strategic journey to revamp their consumer experience.
It began with a deep dive into consumer data. We employed a data-driven lens to understand the needs and preferences of mattress shoppers, ultimately segmenting them into four distinct groups.
With these segments in mind, we crafted a three-pronged solution centered around building familiarity, utilizing segmentation strategically, and capitalizing on key moments.
Firstly, we focused on making Casper a household name. Distinctive assets like logos and colors were amplified, ensuring consistency across all channels.
Recognizing the diverse needs of each segment, we tailored our approach accordingly. High-budget and frequent buyers received targeted outreach based on their media habits and preferences. Meanwhile, other segments were engaged with messaging and channels resonating with their specific needs.
Finally, we understood the power of pivotal moments in the customer journey. By enhancing the purchase and post-purchase experience with personalized communication, readily available reviews, and particular unboxing moments, we aimed to turn customers into loyal brand advocates.
Casper emerged with a surge in brand recognition, a strengthened foundation of trust, and a clear message resonating with consumers. Their innovative products and unique customer experience took center stage, propelling them forward in the competitive mattress market.
And that’s not all. To truly understand our client’s customers, our onboarding process includes immersing our team in first-hand experiences. We learned about sales with Meritage Homes, went door-to-door with Edward Jones agents, navigated Travelocity like our users, interacted with OnStar advisors, and even earned motorcycle licenses for a Harley-Davidson campaign. This radically human approach ensures we connect authentically with each audience.
We’re not just consultants; we’re your allies in the quest for experience age excellence.
LET’S TALK
So, are you ready to escape your brand’s CX Groundhog Day?
CE/CX is your personal guide to a future where consumer journeys are custom-fit, and loyalty isn't just a metric. Together, we’ll unleash the power of radically human CX.
Remember, the only thing worse than living the same CX over and over again is knowing there's a better way. Let's break free together and forge your brand's best CX path.
CE/CX is your personal guide to a future where consumer journeys are custom-fit, and loyalty isn't just a metric. Together, we’ll unleash the power of radically human CX.
Remember, the only thing worse than living the same CX over and over again is knowing there's a better way. Let's break free together and forge your brand's best CX path.