Products and services are turning into commodities at an exponential rate. One of the few remaining differentiators today's businesses can use as a competitive weapon is the experience they (knowingly and unknowingly) offer to their customers.
The value customers attach to products and services is determined by the experience across the whole of the customer decision journey.
Whether you like it or not, all customer interactions engender an experience. Managing these experiences in a methodological and disciplined fashion has become imperative in today's business world. It is the single largest opportunity for creating and capturing value.
From our collaborations with clients across a range of industries, from retail to B2B engineering, we have distilled a methodology for the sustainable management of customer experience.
Based on touchpoint and customer journey analysis, and infusing interactions with brand identity, we help you design for desired customer experiences and monitor the effectiveness of interactions.
You'll find more information on our methodology and how to apply it in our whitepaper "Customer Experience Design: a framework for a new marketing discipline".
CohnReznick is a leading accounting and consulting firm in the United States with more than 2,700 employees in 28 cities. The Reference works with CohnReznick to deliver engaging online experiences. Our expertise with the Sitecore platform and integrations enabled us to deliver a completely new web experience for CohnReznick in a short timeframe.
The Adecco Group is the world’s leading HR solutions partner. Adecco provide's more than 700,000 people with permanent and flexible employment every day. Adecco needed to reduce the time to bring new brand websites in different countries to market. The Reference created a solution where branded websites can be created from a common source. The candidate and recruiter portal was streamlined to use shared technology.
Through the lens of predictive medicine, Medicrea leads the design, integrated manufacture, and distribution of 30+ FDA approved spinal implant technologies that have been utilized in over 150,000 spinal surgeries to date. The Reference was chosen to create a mobile application for surgeons to interact directly with their staff. The brand and design was completely revamped to provide a more modern user experience.
The Reference developed a brand new website for Biscuterie Jules Destrooper. The result is astonishing and the whole team is, quite rightfully, extremely proud of it. It all started with... a cookie. Not only did it inspire the web design, but also the user experience. The Reference took care of the whole package: from photography to design to development.
Most companies define themselves by the products or services they deliver. But to survive in an ever-changing world, companies must think first as a customer. Companies must let their customers, not their products, shape who they are and what they do.