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Customer Experience Consulting

Your digital presence should be your best asset

Modern buyers expect sophisticated digital experiences. Not an online brochure. We help you transform your customer experience into a strategic advantage.

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Why transform the customer experience

Struggling to deliver the sophisticated digital experience that modern buyers expect?

In a digital buying journey, businesses have the advantage of reaching customers earlier in their decision-making process.

Customer behaviour has changed forever. More than 70% of the buying journey now takes place online and business-to-business buyers are more than halfway through the buying journey before they contact a salesperson.

Many businesses are struggling to engage prospects in the right way to deliver the kind of experience customers want.

The results are all too typical. Poor customer experiences, overstretched sales teams and slower growth as your competitors breeze past you.

  • Customers don't understand the solutions you provide.
  • Customers can't find information on your website and many give up.
  • Your website should be helping you build a better buyer but it's no longer fit for purpose.
  • Sales teams are frustrated with poor quality leads.
  • And frustrated customers are turning to competitors, because their experience is better.

Graph is a customer experience agency helping business leaders and marketing teams deliver an exceptional end-to-end digital journey.

Our Experience Blueprint provides you with a complete understanding of your customers' needs, their experience, the information critical to each step, the opportunities to exceed customer expectations and the technology platforms best for delivering this.

How to get results

The Experience Transformation Playbook

The Experience Transformation Playbook provides business leaders and marketing teams with the clarity, knowledge, and steps to deliver a better end-to-end customer experience.

  • Experience Design

    Ensure a better experience through information architecture, design sprints, user testing and content and messaging.

  • Experience Platforms

    Build a stronger experience foundation through integrated experience management, CMS platforms including Sitecore and customer data platforms.

  • Composable Capabilities

    Build new reusable capabilities, including AI powered search, chatbot and natural language models, to drive a seamless experience across channels.

  • Optimise & Learn

    Grow your team's skills so you can rapidly test, validate and scale your marketing efforts.

Case Studies

Customer Experience Case Studies

Sassoon business model transformation case study

Sassoon: Creating a new business model in the middle of lockdown

Victrex digital experience case study

Victrex: A 10-year partnership helping global marketing teams lead the high performance polymer market

FAQs

Frequently asked questions

  • Why is customer experience so important?

    Customer experience is now an important driver of competitive advantage, and success depends on your ability to meet customer expectations at every touch point.

    A positive customer experience can have a profound effect on how customers perceive your brand, leading to better ratings and reviews, increased sales and customer retention. And it can help convert customers into loyal brand advocates - and eventually increase your customer lifetime value.

  • How to build a customer experience strategy?

    Building a customer experience strategy is one of the most important steps you can take to establish and strengthen your brand. There are several key steps:

    Persona development

    Customer personas provide marketing teams and businesses with a detailed understanding of their ideal customer. Personas represent everyone involved in a buying decision and can be created by interviewing customers to capture their motivations, needs, wants and goals.

    They help you to understand your customers on a much deeper level, so you can create seamless and more personalized experiences.

    Mapping the Customer Journey

    Mapping the customer journey helps you create an experience that better meets customer needs and wants. A customer journey map identifies all the touchpoints where your business interacts with customers and examines how well those touchpoints are working.

    It's important to map out the entire journey from start to finish and identify what information or tools each person wants at that stage of their journey, what they're thinking, what they need to find, and what they need to do.

Resources

Insights and guides for great B2B customer experience

The Customer Experience Guide

Strategies and best practices to help you improve the B2B customer experience.

Customer Journey Guide

Learn how customers interact with your brand, from first touchpoint to loyalty. Master journey mapping and optimisation.