Brand Consultancy | Customer Experience Research

By: Marketing Touchpoints  09-12-2011

Innovate your customer experience by learning more about the five major activities which drive the experience transformation roadmap.

If you're on this website, you probably have business issues that MCorp Consulting is uniquely qualified to address. As described in Forrester’s recent report, Market Overview: Enterprise Customer Experience Transformation Consultants, the table below outlines MCorp’s focus in the area of customer experience transformation consulting and services.

MCorp’s Major Customer Experience Transformation Activities:

Define Customer
Experience Strategy

Competitive assessment
Strategy definition

Create Transformation
Road Map

Customer/business data analysis
Capabilities assessment
Primary research
VoC program design and setup
Customer journey mapping
Ideal customer experience definition
Road map for definition/prioritization

Build Support for Customer
Experience Efforts

Business case creation

Execute Customer
Experience Transformation

Process redesign
Internal communications planning

Measure Business Impact

Customer experience metrics definition
Customer experience metrics collection
and reporting

Other products and services from Marketing Touchpoints


Loyalty Mapping Improves Customer Advocacy and NPS

Bridging the gap between customer satisfaction and Net Promoter® loyalty research, Loyalty Mapping not only helps you understand where you stand today, but gives you a clear understanding of how to improve. Loyalty Mapping is a research-based diagnostic tool that helps measure satisfaction, current and earned loyalty, and likelihood to recommend.


Touchpoint Mapping Measures and Improves Customer Experience

Touchpoint Mapping is MCorp's proprietary, research-based approach to helping organizations measure touchpoints and their impact on customer experience, and the bottom line. Proven and refined over multiple engagements since 2003, Touchpoint Mapping is a statistically precise way to identify, analyze and improve touchpoint performance. Understand and measure your touchpoints to assess which are missing, which work best, which don't, and why.


Measure and Improve Loyalty to Boost Retention

Satisfaction and Loyalty Drivers: Knowing where you stand is key—but improving your performance on these drivers is the only way to boost loyalty, and increase the value of your customer advocates. Customer loyalty has a proven, positive impact on financial outcomes, measured through metrics including increased retention, boosts in current and future spend, and word-of-mouth referrals.


Touchpoint Research Tools | Brand Workshop Research

We understand that it's not always practical or appropriate for an organization to engage in full-scale brand and customer experience improvement initiatives. Quick Wins" such as workshops and audits can help you quickly identify low-risk, high-return opportunities for brand and customer experience improvements.


Customer Experience Consulting | Strategic Services

Our experience as innovative educators, executives and management consultants enables us to approach your issues from multiple perspectives, with a focus in these areas. We work with senior management on a range of issues focused on the primary objectives of increasing revenue and customer value, and reducing cost. We accomplish this by improving brand and customer experience, and the touchpoints which drive it.


Brand Mapping Improves Brand Perception and Position

From brand strategy and brand touchpoints to brand monitoring, Brand Mapping can significantly shift how you think about and deliver your brand. Mapping market position vs. your competition, you'll see where opportunities for differentiation exist—or where problems lie. Focused on your key audiences, MCorp’s Brand Mapping measures market awareness, perception and preference.