Customer Experience is the key to Business Growth

Greg Tucker, Founder and CEO of Tucker & Company, has been a pioneer and recognized expert in customer experience design, improvement and value creation.  Leveraging his MBA from Stanford University, Six Sigma Black Belt certification with decades of operational leadership experience, Tucker & Company guides companies through the discovery-to-activation process.

“Most companies intuitively know that improving the customer experience is important, but struggle putting together a well-designed and structured program that delivers results and impacts efficiently and effectively.  They also struggle understanding the financial impact of a great customer experience – and how much to invest.  We guide the discovery efforts that lead to the optimal design and the activation and implementation efforts to deliver results early and often to build a loyal customer base and dramatically improved business results.”

Some companies have identified a doubling of their revenue opportunities, program ROI levels of 100% or higher, customer attrition improvements of 50%-80% and customer acquisition increases of 50%-100%. 

Some of the services Tucker & Company offer include:

Customer Journey Mapping – Mapping the journey that your customers take – before they engage with you, their journey with your company (and you competitors) and what they do after they receive your product or service provides the 360-degree view of their experience and the key moments of truth, pain points and decision processes they experience.  Learn where you have a chance to increase your conversion of leads/prospects, improve your brand strength and win the battle for customer loyalty.  Customer Journey maps are key parts of toolkits for new employee onboarding, marketing plans and sales training, aligning the organization on your target customers and on-brand customer experiences. 

  Tucker & Company has decades of experience leading emerging and global companies to achieve their goals and avoid the pitfalls other companies make.  

Customer Research & Analysis – Capturing qualitative and quantitative customer research and insights is essential to providing the foundation for any customer-driven strategy.  Qualitative methods can include in-person interviews, shop-along observations, virtual interviews, online user experience capture as well as eye-tracking, facial-analysis and biometric research.  Quantitative research methods leverage in-the-moment shopper research combined with post-purchase surveys that provide segmented analysis by channel, persona, segment or product for rigorous data analysis, statistical validation and projectability. 

Customer Value Benchmarking – Our unique method leverages the Value Impact Model that links customer experience actions to key business metrics and financial results.  This allows the Return-on-Investment (ROI) of CX improvement efforts to not only build alignment and commitment to the efforts but also secure the required funding for CX improvements.  Benchmarks for improved operating results are developed for planning purposes and measurement/reporting approaches designed. 

Voice-of-the-Customer Program Design & Execution – Capturing the Voice-of-the-Customer (VoC) is one of the first activities most companies use to create momentum for their customer experience efforts.  Both quantitative and qualitative methods are used to capture product/service uses, satisfaction, loyalty as well as emotional sentiment and improvement opportunities.  Close-the-loop with all customers to ensure they know you heard their feedback and will increase their engagement (and loyalty) in the future.  Build VoC insights into management communications and employee training to better engage all employees toward delivering your on-brand customer experience. 

Customer Experience Program Management – Knowing what the optimal customer experience to be delivered is essential, but transforming the current business processes, marketing programs, sales efforts and customer support activities can be overwhelming for most companies.  Setting up the right program structure, project planning and execution teams, governance groups and reporting mechanisms is essential to a well-executed and impactful CX transformation program that  delivers not on the promise of an industry-leading customer experience, but on the ROI-promise and optimal use of company resources.  Tucker & Company has decades of experience leading emerging and global companies to achieve their goals and avoid the pitfalls that other companies make along the way.