Consulting

Customer Experience Management

What is Customer Experience?

There are numerous definitions of Customer Experience, in essence Customer Experience is:

The perception that customers have across all of their interactions with your brand.  This also extends to the brands whose Customer Experience directly impacts your brand experience.

Today’s competitive landscape has continued to become exceedingly bullish over the past decade, customers have much higher expectations, regulations have become tougher, and margins narrowed.  Trust is low and companies have exhausted business strategies that no longer work in today’s very different economic landscape.  Businesses are realizing that their profitability is directly dependant on the prosperity of their customers and those customers are demanding measurable value.  As a result, Customer Experience has become a key business strategy in the business community broadly.  Yet few have discovered that Customer Experience does not have to be a cost of doing business, it can, and should be a customer centric strategy that simultaneously enhances profitability.

DMC’s Cx Solutions Library is a methodology for developing sustainable customer loyalty.  It brings together research from behavioral economics, sociology, catalytic philanthropy, enterprise performance management and game design to create solutions that enable authentic customer loyalty and at the same time improve profitability.

Together we can examine your core opportunities and threats and develop innovative Customer Experience solutions to maximize customer loyalty and returns.

Dawna is proud to be a founding member of the Customer Experience Professionals Association (CXPA).  CXPA is a global non-profit organization dedicated to the advancement of customer experience management practices. CXPA supports the professional development of its members and advances the field by providing research and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of Customer Experience.

Creating Shared Value

Gone are the days when pairing passion with purpose had to come at a cost.  We do not have to sacrifice our prosperity to help our communities prosper.  Until recently, social well being was primarily left to the not-for-profits, NGOs and government.  Corporations have contributed via their Corporate Social Responsibility strategies but again, at a cost, certainly not as an economic profit strategy.  Most believe social progress and economic profits are mutually exclusive, this is simply not true.  Economic profits may be used for social progress but few know that social progress can create highly sustainable economic profits.   This is at the core of the Creating Shared Value movement.  Shared Value strategies are rich in both tangible and intangible profit opportunities that have positive impact on both corporations and their communities.

What does all this mean for businesses?  Businesses need to fundamentally rethink their purpose.

DMC’s CSV Solutions Library is a methodology for developing profits with purpose.  It brings together research from behavioral economics, sociology, catalytic philanthropy, enterprise performance management and game design to create solutions that enable a higher form of sustainability.

Together we can examine your core opportunities and threats and develop innovative solutions to ensure your products and services provide thick value.

Curious to learn more about ProjectGoby?

Business Strategy

Regardless of the size or maturity of a business it is critical to evolve and improve. Companies that sustain success recognize the importance to invest in their business strategy. Business start ups, mergers and acquisitions, post merger integrations, business transformations, all require proper due diligence and continuous risk management.

Together we will examine the health of your corporate environment to ensure your business strategy is able to maximize its’ full potential.  Any meaningful transformation or business decision relies heavily on 7 key elements that determine the state of your corporate environment.  They are foundation, communication, culture, community, transparency, awareness and values.  Whether you are implementing a new IT system, starting a Customer Experience Management Practice, or simply rolling out a new corporate policy, your corporate environment determines the level of effort as well as your potentiality of success.

This Group of 7 Corporate Environment Insights Report explores each element in depth and illustrates the best way to get started depending on some key characteristics of your organization including your level of influence within your organization.  It also provides best practices that will optimize your efforts.