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Customer Experience Consultants

Customer loyalty is earned, and kept, from the experience you deliver. In today’s hyper-competitive world, The Clearing’s CX consultants help you identify and solve gaps in customer experience that can make a difference in meeting your goals.

Solution Spotlight
CX Spark™: Maturity Assessment
Identify and solve your Customer Experience (CX) challenges with greater efficiency and effectiveness by leveraging The Clearing’s CX assessment.

Challenge

Federal agencies only meet 21% of customer needs on the first attempt, forcing frustrated citizens to more expensive phone and in-person channels for resolution.

Customer Experience Improvement Services

The Clearing ensures that your products and services closely align with customer needs by prioritizing both employee and customer experiences to achieve greater organizational success and deliver meaningful outcomes for all stakeholders involved. Through CX tools like Customer Personas, we assist in crafting tailored strategies that lead to improved satisfaction scores, heightened employee engagement, and adherence to OMB and CAP Goals. We also emphasize the importance of a robust employee experience (EX), which contributes to CX improvement.

Brand & Identity Consulting
Your organization’s brand is a collective emotional and cognitive perception your customers form . . .

CX Transformation & Change
Transforming your customer experience requires leaders to view their business through a . . .

CX Organization Design
Organizational design is both an art and a science. Your organization’s cultural, structural, social, and technical elements serve as the . . .

CX Strategy Consulting
Every single brand interaction shapes your customer experience. How do you know you’re delivering the experience they want? . .

CX Data & Research Services
The Clearing’s CX data and research consultants use data analysis to understand complex operational . . .

CX IT Transformation Consulting
IT transformation efforts often fail when leaders do not fully consider the full range of the human aspects . . .

Product Development Consulting
Our product development consultants support clients tasked with digital transformations, communications . . .

Experiential Visual Design Services
The Clearing uses visual design to establish meaningful and impactful business outcomes for our clients . . .

Employee Experience (EX) Consulting
In the wake of the pandemic, organizations face unique challenges in adapting to new working norms . . .

I have never worked with another organization that has had such a lasting and residual effect on my team. [The Clearing] introduced us to a new set of principles and a new language that we continue to use as we work together as a team across the organization.
SES, U.S. Department of Defense

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Customer Experience

Frequently Asked Questions

CX stands for customer experience and refers to the cumulative perception your customers form as a result of their interactions with your people, processes, system, reviews, and other factors at various touchpoints along their journey.

Organizations seeking to improve their customer experience should focus on the following activities:

  • Learning about your organization
  • Hearing what others say about your organization
  • Self-service options
  • Using phone system
  • Visiting your website
  • Logging into your portal
  • Utilizing online chat functions
  • Interacting with your employees
  • Receiving email responses
  • Using your products

CX encompasses all touch points within a customer journey, and as such CX improvements are more proactive.s proactive. Customer services covers one stage of the entire customer journey, often in a reactive manner vs proactive.

The Clearing’s customer experience consultants have identified three core areas of a positive customer experience:

  • Functionality:  Did you provide me with what I needed?
  • Accessibility:  Did you make it easy for me to get what I needed?
  • Enjoyment:  Did you connect with me emotionally?

Customer experience improvements have been demonstrated to improve business performance in the areas below:

  • Customer Loyalty and Retention
  • Customer Satisfaction
  • Increased Revenue
  • Cost Savings
  • Brand Differentiation
  • Customer Lifetime Value (CLV) Improvement
  • Employee Engagement and Satisfaction
  • Customer Insights
  • Reduced Churn
  • Positive Impact on Reputation

Several key metrics and methods to measure CX improvement exist, including::

  • Net Promoter Score (NPS)
  • Customer Satisfaction (CSAT)
  • Customer Effort Score (CES)
  • Churn Rate
  • Customer Lifetime Value (CLV)
  • Customer Journey Analytics
  • Social Media Monitoring
  • Employee Engagement and Satisfaction
  • Benchmarking Against Competitors

User journeys, also known as customer journeys, are crucial in understanding and enhancing the Customer Experience (CX). A user journey maps out the various touchpoints and interactions a customer has with a product, service, or brand over time. User Journeys can be used in CX in a variety of ways, including to understand customer pain points and interactions, to enhance customer engagement, to improve customer satisfaction, to support data-making decision-making, and more.

Personas are detailed, semi-fictional representations of your ideal customers based on real-world research and data about your customers. Creating and using customer personas as a tool can significantly enhance the Customer Experience (CX). Personas can be used for a variety of reasons, including to better understand customer needs; to help your organization tailor your services and offerings; to improve customer segmentation; to design user-centric experiences; to build employee training and development, and more.

In The Clearing’s experience, organizations that improve their employee experience can expect to see improvements in engagement, satisfaction, and retention. These improvements ultimately lead to enhanced performance and reputation.