Customer Experience

‘When it comes to the customer experience, really it’s the opportunity to touch people’s lives’

At Curated, we have one defining statement - “CX is the process of driving incremental customer and commercial growth through consistent optimisation and iteration of content and channel activity, based on context, data and insight”. Ultimately, we are trying to reduce points of friction within the customer journey.

What do you mean by CX?

Many people aren’t sure what CX is, we get many questions such as:

Is it basically UX? – The journey my customer takes through all my brand touchpoints? – How I make my customer, conversion ready? – How my brand makes my customer feel? – The value I give to my customer? – Being customer first?

So, let us explain our process to you!

Why CX?

There are several reasons why brands should be constantly and consistently running CX initiatives:

  • Increased commercial performance
  • Improved trust and resonance
  • Building brand equity
  • Competitive advantage
  • Innovation
  • Blending the human and digital experience

Our CX process

Our full end-to-end process comprises six tranches of work, which ultimately investigates where the points of friction in your customer journey and creates solutions that meet the brand goals:

SEO

An audit that ensures that factors such as speed and structure are not limiting your performance.

SEO

An audit that ensures that factors such as speed and structure are not limiting your performance.

CRO

Forensic investigation into the key areas of your conversion path and the improvements that can be made in performance.

CRO

Forensic investigation into the key areas of your conversion path and the improvements that can be made in performance.

UX

Developing a thorough understanding of how a customer flows through a website and potential pitfalls within that process.

UX

Developing a thorough understanding of how a customer flows through a website and potential pitfalls within that process.

Content

Is your content fit for purpose? Does it cater for journeys of different intent? Does it resonate with your target customer?

Content

Is your content fit for purpose? Does it cater for journeys of different intent? Does it resonate with your target customer?

Reputation

Have you social-proofed your brand? Are your customers advocates? Have you made customers a referral engine?

Reputation

Have you social-proofed your brand? Are your customers advocates? Have you made customers a referral engine?

Personalisation

Tailoring customer journeys to key profiles and segments based on the data and platforms available.

Personalisation

Tailoring customer journeys to key profiles and segments based on the data and platforms available.

Curated will then identify the solutions to improve your customer journeys, marketing performance and ultimately achieve your commercial goals.

Our brand partners can choose to work with us in many different ways. Whether they want to work on individual areas or jump straight in and work on all areas of CX, we are ready to take on the challenge.

Sound good? Let's get to work!

Our customer experience strategy offers tangible results to support your business goals

Increasing revenue while decreasing ad spend through COVID-19

VIEW CASE STUDY