What We Do
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
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
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
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
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
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.
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).