Customer experience strategy
We find out what stops your customers buying, then give your team a plan to fix it, in order.
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The problem
Ads cost more every year. Testing one page at a time won’t fix that. The bigger problems sit between your teams.
- Customers buy once and don’t come back
- Each team works from its own plan
- Page tests only find small wins
Our approach
We talk to your customers and study your data to find what stops them buying, and what brings them back.
- Customer interviews, surveys and reviews
- A review of your analytics and email data
- One plan for your site, range, offer and email
How it works
01 Discovery
We run a workshop with your founders and your marketing and product leads to agree targets and limits. Then we study your analytics and email data, and read what customers say in reviews, surveys and support tickets.
02 Strategy report
We show who your customers are, where they drop out and why, how to arrange your range, and what brings them back for a second and third order.
03 Growth roadmap
We rank the work for the next six to 12 months by effort and impact, and set out what your design, development and email teams need to build each item.
Beyond conversion testing
Conversion testing on its own
Tests one page element at a time. Finds small, short-term wins. Leaves out your range, product and email.
Our customer experience strategy
Looks at the whole journey: site, offer, range and email. Plans for customers who come back. Puts design, development and operations on one plan.
What you get
One plan your teams agree on, built to keep customers as well as win them.
- Customer profiles and journey maps from real research
- A roadmap ranked by effort and impact
- Build detail for design, development and email
FAQs
Shopify and Shopify Plus brands that have outgrown testing one page at a time, and want their site, range and email planned together.
A workshop, a strategy report and a ranked roadmap, with the detail your teams need to build it.
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, or you can hand it to your own team.
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.
