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".
Design is Dead/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. 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.
Ghent, 24/10/2016 – Funeral specialist DELA feels that everyone deserves a dignified funeral and aims to help alleviate the financial, practical and administrative burden on the deceased’s relatives. This vision is at the heart of all services offered by the organisation. Years of collaboration between DELA and digital first agency The Reference (DELA’s digital partner since 2010) have once again produced an interesting result. The DELA.be website has been given a complete overhaul, aligning it even more closely with the organisation’s fundamental values and core mission.
We sure love an adventure. So when Puratos - a Belgian family company with a worldwide reputation as expert in bakery, patisserie and chocolate - asked us to go on a quest, we didn't think twice. A few months later we launched 'The Quest for Sourdough', an extensive worldwide and participative virtual library about sourdough.