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Customer Experience (CX) Services

  • Customer Experience Services

    ✔️ CX Strategy

    ✔️ Customer Journey Mapping

    ✔️ Omnichannel support Strategy

    ✔️ Communication Strategy (including but not limited to CSR templates and call scripts, e-mail onboarding, and more

  • Voice of the Customer (VoC) Services

    ✔️ Customer Feedback Analysis

    ✔️ Survey Design & Development

    ✔️ Qualitative Thematic Analysis & Coding

    ✔️ Quantitative Analysis

    ✔️ Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort (CES) analysis

  • Customer Experience Auditing

    ✔️ CX Digital Journey Auditing

    ✔️ Service Interaction Audits

    ✔️ Process Improvement Audits

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What can CX do for you?

✺ Improve Operational Efficiency

Implementing effective CX strategies often involves streamlining processes and removing unnecessary steps in the customer journey. This not only improves the customer experience but also increases operational efficiency, reducing costs and improving service delivery.

✺ Attract Customers

CX services play a pivotal role in attracting new customers by enhancing the overall brand appeal and ensuring positive first impressions. By designing an engaging and intuitive customer journey, businesses can effectively showcase their value proposition. This not only captures the attention of potential customers but also sets the stage for a lasting relationship. Improved customer experiences are often shared through social media and reviews, further expanding reach and influencing new audiences to explore and engage with the brand.

✺ Increase Customer Retention

CX services help businesses understand and meet their customers' needs more effectively, leading to increased satisfaction and loyalty. This enhanced satisfaction reduces churn and increases the likelihood of customers staying longer with the brand.

✺ Boost conversion & engagement

By improving the customer experience, businesses can see an uptick in upselling and cross-selling opportunities. Satisfied customers are more likely to purchase additional products or services and are more receptive to upgrades and new offerings.

✺ Enhance Brand Reputation

Positive customer experiences lead to positive reviews and word-of-mouth recommendations, which are invaluable for brand reputation. CX services can help companies consistently deliver excellent service, thus improving their public image and attracting new customers.

Customer Experience FAQs

  • Customer Experience (CX) refers to the overall perception and feelings customers have about a company throughout their entire journey, from initial awareness to post-purchase interactions.

    Effective CX management is crucial for businesses as it can significantly enhance customer satisfaction, loyalty, and advocacy, leading to increased revenue and competitive advantage. Key elements of successful CX include personalized service, seamless user interfaces, and proactive customer support. B

    By prioritizing a positive customer experience, companies can build strong relationships, reduce churn, and boost their reputation, making it essential in today’s customer-centric market.

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  • Customer Experience (CX) is far from "fluffy" and is a strategic asset for businesses, directly contributing to cost savings and profitability.

    By investing in CX, companies can reduce customer churn, which is significantly less expensive than acquiring new customers. Enhanced customer satisfaction also leads to increased loyalty and word-of-mouth referrals, reducing the need for costly marketing campaigns.

    Moreover, a well-designed CX strategy streamlines operations and minimizes service issues, cutting down on support costs. Ultimately, CX drives customer retention and operational efficiencies, which are key to a sustainable bottom line.

  • Key metrics for Customer Experience (CX) success include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), retention rates, and conversion rates. These metrics help businesses gauge customer loyalty, satisfaction, and overall engagement with the brand.

  • Voice of the Customer (VoC) services collect and analyze customer feedback across various touchpoints to understand their needs, expectations, and perceptions. VoC programs are essential for generating actionable insights that drive strategic improvements in customer experience.

  • Customer journey mapping is the process of creating a visual representation of the steps customers take when interacting with a company, from initial contact to long-term loyalty. This tool helps businesses identify key interactions and pain points, optimizing the overall customer experience.

  • Support interaction analysis involves reviewing and assessing the quality of interactions between customer support staff and customers. This analysis helps identify areas for improvement in customer service, ensuring efficient and effective resolution of customer issues.

  • Email onboarding optimization refers to the process of refining email communication strategies to improve customer onboarding. The goal is to enhance customer understanding and engagement with the product or service through targeted, informative, and engaging email sequences.

  • Enhance Your User Experience and Boost Business Growth with Kraft Consulting's Expert UX Audits

    As a leading user experience (UX) consulting provider, Kraft Consulting specializes in providing efficient and effective UX audits that pinpoint and address user pain points before they can negatively affect your business. Our team of experts, with a deep understanding of user behavior and usability testing, conducts comprehensive website audits that are designed to elevate your user experience and drive tangible business growth.

    Unlike costly and time-consuming engagements with conversion-rate freelancers, our specialized UX audits are tailored to provide you with all the necessary insights within a week or less. Our streamlined approach ensures that you can quickly implement actionable fixes and see results without breaking the bank.

    Our mission is to help businesses like yours unlock the full potential of their online presence by optimizing user experience. We take pride in our ability to provide top-notch services without the high price tag often associated with big-name consulting firms.

    To learn more about our team of talented UX professionals and our approach to UX audits, visit our team page.

    Discover how we can help you make a lasting impact on your bottom line and improve the overall satisfaction of your customers.

Take your CX to the next level.


A strong customer experience (CX) strategy improves customer loyalty, increase retention rates, and boost overall revenue.

Choosing us means partnering with a team led by a senior-level CX executive with proven expertise in driving significant improvements in customer satisfaction and operational efficiency.

By focusing on innovative solutions and actionable insights, we help businesses exceed customer expectations, securing a competitive edge in today's market. Trust us to transform your customer experience and propel your business forward.