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Customer Experience Strategy

Customer Experience Strategy 2017-08-03T23:34:14+00:00

Be a hero for your customers

Innovate your business to disrupt the competition

Turn negative impacts into opportunities to win loyalty

Deliver experiences that create crazy customer love

Beyond the Arc is a recognized leader in customer experience. We help you shape the customer journey to drive business success.

Success Snapshots

Watching TV

Increased satisfaction 15% and reduced attrition 10%

We helped a nationwide cable company improve customer experience and reduce churn by developing more targeted offerings, using:
  • Customer journey maps to gain insights on media viewing patterns and preferences.
  • Predictive analytics to better understand audience dynamics, customer segments, and behavior within each segment.

Improved customer communications, impacting over 100 million touch points

We helped a Top 5 bank engage employees company-wide to adopt enterprise writing standards and best practices for creating consistent, customer-focused communications:
  • Designed and delivered training for 3,000+ employees across 30+ lines of business.
  • Developed e-learning website with 100’s of examples, writing guides, and tools.
  • Provided hands-on editing support for 15,000+ print and digital communications.
banking customer online payment
brokerage client

Retained high value clients through major organizational change

We helped a national brokerage ensure a successful transition and rebranding, while strengthening customer relationships and minimizing attrition. To create a compelling cross-channel experience to retain clients, we:
  • Conducted focus group research on key client needs and concerns.
  • Analyzed customer data to identify channel use patterns and segments.
  • Developed highly tailored communications focused on targeted relevance.

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Our customer experience toolkit

Customer journey maps, personas, design thinking exercises, empathy maps, and more.

Customer-centric culture transformation

We’ve also developed pioneering CX roadmaps, action plans, tools and training that help diverse business teams gain a solid understanding of what customer-centric success looks like and how to achieve it.