We specialize in designing a customer experience that's based in empathy and cultural sensitivity, to give your customers the experience of being seen and treated as whole.

We combine expertise in user research, human-centered design, and social awareness to deliver tailored solutions that foster authenticity, genuine connection and create a sense of safety and belonging. 

Projects can include:

• Whole Customer Experience Design: We help tailor your customer experience to resonate with diverse backgrounds. By conducting market research and employing a deep understanding of various communities, we will assist you in designing inclusive experiences that genuinely connect with your target audience.

• Whole Customer Journey Mapping: We map out your entire customer journey, from initial contact to post-purchase support. We identify pain points, opportunities for improvement, and areas to enhance the overall customer experience for your full client base, and dive deep into the motivations and backgrounds of your customers.

Customer onboarding is an essential part of the client experience to build strong and lasting relationships. Satisfaction with the onboarding experience can predict overall customer satisfaction and retention.

We specialize in designing inclusive customer onboarding to create a sense of safety, trust, and belonging by catering to the diverse needs and backgrounds of all your clients.

Projects can include:

• Whole Customer Onboarding: Our team collaborates closely with you to understand your unique client base, identify potential barriers, and develop inclusive strategies that ensure every client feels welcomed and supported from the very beginning. We work closely with your team to develop tailored onboarding strategies that set clear expectations, educate customers about your product or service, and pave the way for long-term success.

Part of setting your business up for success lies in establishing early systems to help you keep a watch on your customers' experience as they interact with your product, brand, and team, to allow you to make data-driven decisions, enhance customer relationships, and foster a human-centric culture that fuels your growth and success.

Our team works closely with you and your team to help build robust systems to help you keep a constant pulse and drive continuous improvement.  We design and implement user-friendly feedback mechanisms, leverage analytics tools, and establish feedback loops to ensure timely and actionable information. 

Projects can include:

• Customer Experience Metrics and Analytics: We help you define and track key customer experience metrics to measure the success of their initiatives. We help develop reporting mechanisms and dashboards to monitor customer health, satisfaction, retention, and expansion, Net Promoter Score (NPS), and other relevant indicators.

Strong client relationships translate into potential partners for your brand. This is invaluable, especially as an early stage start-up, to establish early credibility and get the word out to other customers, investors, and potential partners.

We work with your team to build effective systems that help transform clients into passionate advocates for your brand, with a focus on customer satisfaction, renewal, and expansion, and customer reference programs.

Projects can include:

• Customer Advocacy and Reference Programs: We assist you in creating customer advocacy programs to foster positive word-of-mouth and generate customer references. We develop strategies to identify and cultivate customer advocates, create referral programs, and leverage customer success stories to build trust and credibility.

• Renewal and Expansion Strategies: We help you develop early strategies to increase customer retention and expansion opportunities by identifying and nurturing upsell/cross-sell opportunities, developing a renewal processes, & establishing strategies to drive growth from existing relationships.