McorpCX: Augmenting Valuable Brand-Customer Relationships

To manifest its customer experience augmentation, McorpCX creates implementation roadmaps and customer experience blueprints to operationalize experience design, helping clients align their vision with the people, processes, and technologies needed to bring it to life. While building internal customer experience capabilities covers a range of disciplines, McorpCX is most often asked to contribute to the processes for customer-centric design and delivery of experience and to help plan the internal customer experience organization. In that light, since 2010, the company, with well-developed expertise, has been explicitly sharing its knowledge and methodologies with the clients.

McorpCX is an architect to have designed a hundred beautiful, custom homes scripting various client success stories on the go. As an implementation highlight, a particular Fortune 100 Telecom was having its first 60 days critical to the long-term relationship in terms of future upgrades, cross-selling, and retention. Further, the telecom’s experience and satisfaction levels for small business customers with bundled services fell well-short of the desired mark. As some services were provided directly, and others by partners, the telecom had no handle on all the interactions or touchpoints their new customers were encountering. McorpCX came in and conducted touchpoint mapping, a proprietary research methodology that is a part of its customer experience mapping suite. With this, it could chart customer experiences, identify individual touchpoints, and map the touchpoint paths traveled by customers during their first 60 days of service. The company also conducted research combined with analysis, aimed at measuring the quality and efficacy of customer interactions, as well as the related touchpoints that were and weren’t successfully driving customer satisfaction. With McorpCX, the telecom was able to leverage customer opinion and adopt best practices from within its own organization, optimizing and reducing touchpoints while improving paths to loyalty. They also witnessed boosted overall satisfaction and customer experience while achieving dramatic cost savings and process efficiencies.

Amid its successes as delivering the best experiences, McorpCX considers aligning brand and customer experience as one of the most powerful things it has done to date. The company has been the perfect partner to define the linkage between a brand strategy and customer experience strategy as it best understands the implications of that linkage.