FOUNDATIONAL FRAMEWORK

An Ethnographic Approach to Drive Customer Loyalty

6-Step Approach to Improving the Customer Experience

Today’s companies are investing heavily into perfecting the design of their product or service. But what often slips through the cracks is the importance of a well-designed experience–from purchasing to getting support, to even returning. These experiences are just as or more important than the product design, and friction points in the experience can greatly impact customer loyalty. Are you aware of the friction points in your customer experience?

With over 25+ years of supporting clients in driving loyalty and retention, we know how to identify and address friction points in your customer experience. We’ve identified a six-step, ethnographic approach to conducting customer experience research and agile optimization, ultimately helping you drive customer loyalty:

Flesh out a hypothesized customer journey
Identify and implement appropriate research methods
Assess your organization’s performance
Develop a list of friction points and opportunities to delight customers
Prioritize the list to implement in sprints with cross-functional teams
Test fixes and apply continuous improvements

Download the framework to learn more about our 6-step ethnographical approach to improving the customer experience, and get our checklist for the 9 to-do’s to ensure research success.

DOWNLOAD THE FRAMEWORK