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".
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 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.
The Reference Antwerp 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. Design is Dead/The Reference took care of the whole package: from photography to design to development.
Ghent, Wednesday, November 30 - Kodak Alaris Information Management, a global provider of information management solutions, has been collaborating intensely with The Reference to map out KA-IM’s own digital transformation in the form of a new digital strategy to support the company’s repositioning. Full service digital agency The Reference took on the challenge to help drive this transformative process and create a fully renewed global website on the powerful Sitecore Experience Platform that reflects as well as activate Kodak Alaris Information Management’s transformed identity.
We all know the customer experience impacts the bottom line. Experience influences the decision to become a customer, remain a customer or recommend you to other people.
The customer experience is a direct result of how a business has designed its systems and processes. In other words: the backstage dictates what happens on the front stage.
Connecting these backstage systems and processes can dramatically improve the customer experience.