Customer Experience Strategy

Lead through innovative strategies that deliver remarkable experiences.

A customer experience strategy expresses your vision, measurable objectives and a long-term action plan. Ultimately, it will help you deliver remarkable experiences across all customer touchpoints. To be truly effective, your strategy must clearly articulate how you want your customers to feel about your brand. It must also align with your vision and be embraced by all key stakeholders in your organization. We help you do this by working collaboratively with you to drive customer retention and acquisition and build loyalty.

CREATE S.M.A.R.T. GOALS

We work with you to create a customer experience strategy to effect lasting improvements. The strategy we leave you with is an actionable, working document marked by goals that really are specific, measurable, attainable, realistic and timely.

BREAK DOWN SILOS

Our multidisciplinary team of experts helps break down ‘siloed’ approaches, ensuring all stakeholders are working towards a shared vision, while striving to deliver a customer experience strategy that will enable your brand to thrive in the marketplace.

where to start

We typically start by meeting with key stakeholders to capture your overall strategic objectives, vision and mission and align them with your customer experience strategy. We also define your business drivers and success metrics.

A competitive analysis may be conducted together with an audit of customer touchpoints to assess current perceptions and pain points.

TIMING
The typical duration for creating a customer experience strategy is 6-8 weeks.

how we do it

Our customer experience strategy approach provides a solid framework to improve, innovate and build connected experiences based on your goals, business drivers and customer expectations. We use Akendi’s Experience Quadrant model as a first step, to measure how well your product or service is executing in four key quadrants: Business, Technology, Content, and Service.

Using Akendi’s Experience Quadrant model as well as other innovative tools and techniques, we will help you align your business objectives, vision, mission and goals with customer expectations, guiding future customer service efforts.

Related
Work

what you get

A roadmap for the successful implementation of your customer experience strategy. A strategic document typically includes:

  • Customer experience journey audit
  • Mission, vision, objectives
  • Brand positioning and attributes
  • Success metrics & long-term plan

A customer experience strategy is critical to consistently meeting and exceeding your customer’s expectations. It is the key to transforming your business from product-focused to client-focused: drive customer retention and improve loyalty and acquisition.


Experience Thinking™

Our Experience Thinking™ process underpins every project we undertake, elevating the product development process by recognizing users and stakeholders as meaningful contributors to the design cycle. The result:
powerful insights and creative design solutions that meet real user and customer needs. Click to learn more >>

Process Icon
Process Icon
Process Icon
Process Icon
Process Icon
  • Strategy
    An innovative strategy successfully integrates the goals of business, customers and users.

    - enVisioning
    - Foresight
    - Product Strategies
  • Research
    Gain the insight you need so your product is successfully used and widely acclaimed by your target audience.
    - Ethnographic Research
    - User Personas & Scenarios
    - Experience Mapping
  • Design
    Design must also deliver an experience that's usable, useful and enjoyable.

    - Information Architecture
    - Wireframes & Interaction Design
    - Graphic Design
  • Testing
    A community of users who love it. Testing provides the feedback you need to make it happen.
    - User Experience Testing
    - Heuristic Assessments
    - Usability Testing
  • Construction
    We work shoulder-to-shoulder with your engineering team every step of the way.

    - UX Specifications
    - UX Styleguides & Standards
    - Front-end coding: HTML/CSS, CMS
dr. Leo Poll
Directeur
contact@akendi.nl

Begin de reis naar passende ervaringen! Onze gerichte aanpak is nog maar het begin.
Waar kunnen we U mee van dienst zijn?

dr. Leo Poll
Directeur
contact@akendi.nl

Portfolio

Hoe we passende ervaringen hebben ontworpen voor onze klanten.

Balancing Business Requirements

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Wat onze klanten zeggen

“Prima informatie over mobiel ux ontwerp dat ik kan toepassen in m'n werk”

Deelnemer,
Mobiel UX Ontwerp Training

Experience Architecten

Klik for alle diensten

Mobiele UX Ontwerp [pdf] Gebruikers Personas [pdf] Usability Testen [pdf]

Training

12 Juni, 2017 /
UX Training & Certification in London, registreer je nu!

Wie Wij Zijn

Ons multidisciplinair team van experts overbrugt vakkundig de kloof tussen uw product of service doelstellingen, ontwerp en technologie.

Akendi brengt strategie, onderzoek, ontwerp, testen en ontwikkeling expertise onder een dak.

Ons Proces

Onze Cultuur

Pauze!

Onze Vrijdagse lunch en veel samenwerken helpen de creativiteit!

Wie Wij Zijn

Ons multidisciplinair team van experts overbrugt vakkundig de kloof tussen uw product of service doelstellingen, ontwerp en technologie.

Akendi brengt strategie, onderzoek, ontwerp, testen en ontwikkeling expertise onder een dak.

Ons XT Proces

Onze Cultuur

"Opmerkelijke produkt en service ervaring ondersteunen eind gebruikers."

Snacktime!

Onze Vrijdagse lunch en veel samenwerken helpen de creativiteit!