Solution

Customer Experience

If the customer is always right, then why do so many businesses treat their customers wrong? LRW offers integrated solutions to help you navigate the complex ecosystem of customer experience. Our experience design consultants will show you how to transform your business culture to leave both customers and employees inspired by your brand.

Problems We Solve

LRW uses innovative methods and designs to help you optimize CX by identifying and addressing customer pain points.

Customer Experience Audit

Customer Experience Audit

Build a blueprint of the entire customer experience including all touchpoints and quantifiable micro-experiences in order to identify opportunities for improvement. Use key drivers leverage analysis to measure and maximize customer loyalty over time.

Customer Loyalty and Attrition

Customer Loyalty and Attrition

Build predictive models to identify risk factors for customers most likely to churn, and then develop tools, techniques, and programs to build greater loyalty and reduce attrition.

Implementation & Change Management

Implementation & Change Management

Motivate and train your employees to make the behavior and attitude changes necessary to deliver the optimal service experience required to take your business to the next level.

CX Touchpoint Tracking

CX Touchpoint Tracking

Continuously gather and analyze high-level customer feedback on key touchpoints, then leverage text analytics, machine learning, and real-time dashboards to facilitate immediate action on the front lines.

CX Relationship Tracking

CX Relationship Tracking

Gather and analyze periodic comprehensive feedback on how well every area of the customer relationship (product, support, delivery, billing, etc.) is delivering on the key drivers that meet the needs of current and competitors’ customers.

Financial Linkage

Financial Linkage

Demonstrate the financial benefits of investing in higher customer satisfaction through improved CX. Model the relationships between customer perceptions (obtained in surveys) and their future revenue, profitability, and lifetime value (within your CRM system).

Client Results

Our Clients

We collaborate with some of the greatest companies on the planet.
"The LRW team is consistent, quick to respond, thoughtful, and helpful. LRW's work is a critical piece of our measurement suite."
Senior Marketing Analyst
Retail Company
"LRW goes the extra mile over and over again."
VP, Market Research
Financial Services Firm
"LRW is particularly responsive and engaged, even on the back end, which is rare and appreciated."
Market Research Manager
Health and Beauty Company

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