McorpCX
Augmenting Valuable Brand-Customer Relationships

Back in the day, all an e-commerce brand needed to do was tell consumers why they were different and why they existed. Against this backdrop, customer experience management (CEM) emerged as an instrumental tool to gain a competitive edge. Ironically, there is not enough focus of the brands on their customers themselves in CEM today. Customers are increasingly less loyal, owing to a single unsatisfactory encounter bringing in their possibility to permanently end their relationship and look for a new brand. Unhappy customers can also damage a brand’s reputation through barely a word of mouth or negative social media posts. On the flip side, the onset of the digital era is an opportunity for businesses to reinvigorate their contact centers and elevate every encounter with customers. While many companies offer CEM solutions, one name creating a buzz in this space is California-based McorpCX. The company helps brands deliver exceptional customer experiences and drive measurable value in the process.

Founded in 2002, McorpCX is a leading customer experience services company delivering consulting and technology solutions to customer-centric organizations. The company’s practical approach has led to measurable growth, deeper engagement, and better business outcomes for fast-growth market leaders and the Fortune 100. To create great customer experiences, McorpCX first adopts an ‘outside-in’ approach to understand the customer’s current experience. The company draws on its rich expertise in customer experience research throughout by mapping and measuring experiences at the touchpoint level across the customer journey. Post the experience research, McorpCX develops a strategy that aligns internal business priorities with brand strategies to support the actions taken to consistently deliver on customer expectations. For more than a decade, the company has honed its user-friendly, eye-opening, and comprehensive approach to designing experiences that drive customer engagement. With measurable business results each step of the way, McorpCX’s methodology has been proven track-record over time.

CEM at McorpCX is viewed as an indispensable aspect of every success. “When it comes to the ability to improve customer experience, organizational culture needs to focus on problem identification and solutions, rather than a need to ascribe responsibility,” says Michael Hinshaw, President of McorpCX.

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.