Tucker & Company
Offering Leading-Edge CX Strategies

Personalized customer experience (CX) strategies are vital to sharpening the competitive edge for businesses. Customer research and insights help improve an organization’s ability to understand and adapt to customer preferences and sentiments and enhance their experience.

Tucker & Company is pushing the envelope of CX transformation.

By designing and implementing exceptional CX strategies, Tucker & Company delivers breakthrough results to organizations across industries, including retail and consumer package goods (CPG), financial services, and manufacturing. Its capabilities span qualitative and quantitative customer research and insights, personas, journey mapping, and CX benefits benchmarking.

Most companies lack a clear and objective view of their customers’ experience. They often drown in a sea of CX data, failing to generate meaningful decisions. Tucker & Company helps them prioritize their activities and paint a clear picture of CX by leveraging critical information like customer journeys and pain points. It also helps clients tackle customer value leakage resulting from a poorly designed CX system.

Tucker & Company’s team of customer strategy experts follows a holistic approach to capturing customer perspectives and developing methods to improve CX.

A client engagement starts with a discovery process where it conducts a series of discussions and presentations, ideates potential solutions, and develops a proposal. It begins with a VoC capture, which provides insights into customer expectations and behavior.

Its quantitative research specializes in “real-time, in-the-moment” methods and insights that reveal true customer behavior and preferences.

Data is collected from a variety of channels and customer touchpoints. For example, while catering to a CPG client, the research focuses on the experiences and purchase decisions of people shopping at a retail store. For B2B clients, the research targets people who are in the initial consideration and active evaluation phases of decision-making.

The qualitative research is performed through in-person and virtual interviews, online focus groups, and journey tracking.

“The secret sauce for success is our ability to capture customer value and connect the dots between CX and financial economics using our proprietary value impact model.

We improve CX with an unprecedented level of precision and boldness to boost revenue for clients,” says Greg Tucker, CEO.

The insights, along with a prioritized set of improvements, are presented to clients for consideration.

Focussed on providing clients with practical recommendations, Tucker & Company’s deliverables have a long life span and can be used by various teams within a client’s organization. For example, the personas developed based on the voice of the customer (VoC) insights can be used by support, research, operations, marketing, and sales teams. These personas are a culmination of its decades of experience in conducting qualitative research.

We improve CX with an unprecedented level of precision and boldness to boost revenue for clients

All projects are completed with activation workshops to help clients put the insights and recommendations into practice with real-time decisions. They are also provided with an action-oriented strategy for successful market penetration.

With critical CX insights and robust strategies, Tucker & Company has helped many clients increase profits by 50 to 100 percent. In one instance, it was approached by a restaurant chain looking to understand what their customers experienced while dining in, ordering at the drive-through, and ordering to go.

Through a combination of quantitative surveys and shop visits, customer needs and expectations were documented. Advanced qualitative techniques such as eye-tracking, video capture, and traffic analysis were used to understand customer impressions of imagery, menus, and more. The result was a recommendation for the client to focus on quality, cleanliness, order accuracy, and staff friendliness to improve CX. Improving takeout and delivery services, the client unlocked 60 percent growth in revenue.

Unleashing the power of CX transformation, Tucker & Company continues to help businesses create outstanding customer experiences and improve bottom lines.