Customer experience strategy
A plan for your direct-to-consumer business, built from your goals and what your customers need.
Talk to usTwo to four weeks, workshop to roadmap
The service
Customer experience strategy ends with one plan for your site, email, marketing and social.
We start with a leadership session to agree what success looks like. Then we research your market, your customers and your data.
We rank what we find into a quarterly roadmap your own team can deliver, or we can build it with you.
How it works
Understand
01 Brand
A leadership session to agree what your direct-to-consumer business is for and how success will be measured. For one brand that meant revenue and conversion. For another, it meant belief in a new business model.
02 Market
Your trading calendar, competitors and launches, and how well your current journey handles them.
03 Customer
Workshops and interviews with your team, a customer survey, and what customers say in reviews and support tickets. From these we build your customer personas.
04 Data
Analytics, email and performance data, sentiment analysis and search listening, to show where customers hesitate, drop out or come back.
Plan
05 Initiatives
We turn the findings into initiatives. Each is tied to a business goal and a customer need, carries a success measure, and is mapped to every place it applies: site, email, marketing and social.
06 Roadmap
We rank the initiatives by reach, impact, confidence and effort and set them out quarter by quarter, with what your design, development and marketing teams need to deliver each one.
Measure
07 Reporting
Results are reported against each initiative’s success measure, whoever delivers the work. The findings shape the next round and, in a multi-brand business, carry across to the other brands.
Strategy work
FAQs
Direct-to-consumer brands on Shopify and Shopify Plus that want their site, range, marketing and email planned around the same goals.
For one menswear brand, the workshop produced three customer personas. Its support tickets showed which questions held up purchases, many of them about sizing and fit. The strategy ended with 56 recommendations across the site and email, ranked into a quarterly roadmap.
Two to four weeks from workshop to roadmap, depending on the size of the project.
Your founders or leadership team for the workshop, plus anyone who talks to customers often, such as customer service, marketing and ecommerce.
Yes. Our design and development and growth teams can build it, and we set up customer service with Gorgias. You can also hand the roadmap to your own team. See ecommerce customer experience for how we work across the journey.
Yes. We review the apps you use now, including Klaviyo and your subscription, review and loyalty apps. The roadmap uses what you have before suggesting anything new.
The strategy decides what is worth testing, and our growth retainer runs the tests and reports the results against each initiative’s success measure.
