Customer Experience

Description

Customer Experience Design is the intentional process of shaping every interaction a customer has with a brand to ensure it is consistent, efficient, and engaging across all touchpoints. Since we specialize in organizational maturity, we take customer experience further by ensuring your organization can continuously deliver the experience that has been designed, profitably and sustainably.

By intentionally designing the customer journey, you can expect to build loyalty, increase satisfaction, and differentiate your business in a competitive market.

Increased customer retention and lifetime value
Stronger brand equity and competitive advantage
Reduced churn through frictionless experiences
More engaged employees through clearer customer focus

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How we help

Mapping customer journeys to identify pain points and moments of delight
Creating user personas to represent different customer types
Designing interfaces and service flows that are intuitive and user-friendly
Aligning internal processes to support better customer outcomes
Measuring CX success through metrics like NPS, CSAT, and customer retention

Workshops

Intensive, outcome-driven sessions led by our team to help you make key decisions, align stakeholders, or define strategic direction.

Duration: 1-3 Days
Purpose: Rapid alignment and clarity on a specific topic or outcome

Examples of Workshops:

Vision, Mission, and Values
Maturity Adoption
Change Management
Developing a Leadership Culture

Schedule a Workshop

Schedule Workshop

Project Engagements

We lead your team to design and implement solutions that target organizational needs and drive measurable results.

Duration: 1+ Month/s
Purpose: Focused execution on a defined initiative with clear deliverables

Example Project Engagements:

Customer Experience
Organizational Design
Customer Journey Mapping
Employee Journey Mapping

Book Project Discovery

Fractional Strategy Office

Our experienced executives serve in part-time leadership roles to guide transformation, build capability, and oversee execution.

Duration: 12 Month Minimum
Purpose: Ongoing leadership and strategic oversight without full-time cost

Fractional Strategy Office Makeup:

Chief Strategy Officer
Finance
Operations
Administrative

Apply for Fractional Services

Looking for an investor/partner?

We deploy years of experience maturing and scaling organizations into your qualified business in exchange for equity.

Apply for Partnership

Justin Terry

Owner, Summer Moon

“NWC helped remove many of the roadblocks we were facing as a national scale coffee roaster.”

Matt Gibson

Goodwin & Co., President

“The team has been great and there is no doubt there’s been significant benefit.”

Colt McCarthy

CEO, Republic Drill Co.

“Some might say they can't afford this kind of consulting. We couldn't afford not to have it. Substantial top and bottom line growth all in sync with our vision.”

Don't just build satisfaction—build loyalty and advocacy through intentional design.