Service

CX Design & Implementation

Are you ready to elevate your business to the next level? Our services are designed to streamline your operations, improve customer relationships, and boost your bottom line.

Hotel doorman welcoming a female guest with luggage, representing customer experience and hospitality service.

Problem

CX Leaders achieve better returns, but 45% of businesses have no defined strategy in place

According to S&P Global Index, Digital CX Leaders acheive better Returns and according to Forrester, devoted customers will pay 50% to 200% more to staying loyal to CX Leaders brands.

Companies with a strong customer experience strategy see a 5-10% increase in customer retention, leading to a 25-95% increase in profits (Bain & Company). Furthermore, 86% of buyers are willing to pay more for a better customer experience (Oracle), highlighting its importance for long-term business success and competitive advantage.

According to a 2020 report by PwC, 45% of companies have no defined customer experience strategy in place. Furthermore, a study by Forrester revealed that only 23% of businesses have fully integrated CX into their corporate culture, demonstrating a significant gap in strategic alignment and execution. Without such a strategy, companies risk falling behind in an increasingly customer-centric market.

Businessman in a suit standing in front of a bold red wall, symbolizing strategic vision and leadership.

45%

Approach

Build a Customer Experience embedded into your Culture

Inspiring and maintaining loyalty requires your organization to master the discipline of customer experience (CX), which requires a shift from the “quick fix” mentality to a continuous transformational effort.
Essency helps your company to identify critical needs and behaviours of your customers, to design memorable experiences, and implement strategies for measurable growth according to your “Why”, identified by the Plan of Growth and Reputation.
Customer "Experiences" are the result of "What you say" or the Expectations you create, and ultimately "what you really do". Not intuitively, Customer Satisfaction peaks when Customer Experience matches the expectation generated by the Value Proposition, "not when exceeded".  Exceeding expectations is always short term.
We help you design the Customer Experience according to your Differential Variables, for the long term.
We also guide and train your Teams through this journey, helping them to know crystal clear what it takes to deliver the Differential Variable to your customers at any moment.

Proccess

How do we help?

Step I

Customer Insights

According to Smith+Co – our partner company some years ago, now renamed Caffeine – Brand Purpose and Customer Experience are most powerful when they are grounded in customer insight – insight into the difference you make (or could make) in your customers everyday lives.

This step is based on your “Why” or Business Purpose and starts to collect data about your key customers and how they relate with you.

Then a Customer Journey mapping is conducted to provide a picture of actual Customer Experience according to your Differential Variables. Gaps are identified between what you do and what your customers really experience.

A survey among your employees is also conducted to identify the barriers and enablers to implementation and promote engagement.

Step II

Design

Then a set of workshops are conducted to design the new customer experience around your Differential Variables on a multichannel context.
‍
The output is a new customer journey map, where hallmarks are set up around the Differential Variables you want your target customers to experience.

An internal and external roadmap is constructed.

Step III

Training

The engagement of every employee and every department entails significant investment in education and training, effective teamwork, performance management, communications and technology.

Giving employees the skills and knowledge in what they need to do, to deliver the experience, as well as being supported by the products and processes to do so, is at the core of our approach.

Essency creates the alignment of your teams to deliver the desired Customer Experience through training and emotional involvement of your people on your Purpose.

Step IV

CX Measurement

The final step of our process is to create a scorecard and dashboard to monitor, fine tune and enhance how your desired Customer Experience is being delivered. Adapted NPS and our proprietary Net Experience Score keep measuring the success of the entire process.

Learn More

Roll out

Result

The roll-out of this process culminates in the internalisation of the value of the
Customer Experience at all levels of the organisation, which materialises in a cultural change.
‍
The result is a clear communication to customers about your differential variables or your why?

That match their needs, expressed not only in the product and service but also in the way it is provided, making them their first choice for the long term.
This cultural change through customer experience translates into an unequivocal increase in the Reputation of your business and Brand.

Our Clients Stories of Success

See what our clients are saying about their transformative experience with Essency.

Tiago Galvão

Ex-CEO, Alliance Healthcare

At Alliance Healthcare we believe leadership is mandatory. To reach it and, above all, to maintain it is only possible through a culture that fosters the spirit of partnership. And true partnerships grow based on trust. Trust is what defines our relationship with Essency. We have jointly created a concept of a unique team that helps us to build the path that links Strategy to Execution.

Our Clients Stories of Success

See what our clients are saying about their transformative experience with Essency.

MIGUEL TEIXEIRA

CEO, EVERIS - NTT DATA

Having double-digit growth in the previous three years and being considered one of the best consultants to work in Portugal, it was imperative to understand how our added value and brand were perceived by our customers to design our future strategy. We found on Essency a partner that helped us to have it clarified and, moving forward, to design a plan together that allowed us to bridge the gap between what we wanted to be as a company, for our clients and our people, and whas was not yet clear acros the market.

Our Clients Stories of Success

See what our clients are saying about their transformative experience with Essency.

Peter Gowers

CEO, IHG

They helped us turn high-leve brand strategy into specific elements of a new branded customer experience that could be delivered in complex operational situations. Their ability to draw on a broad range of perspectives from within and outside our sector helped us raise the bar on what to deliver and consider new ways to make it happen..

Explore other Strategic Services for Navigating Complex Business Challenges

At Essency, we simplify complex challenges using our proven proprietary Power Triangle Methodology. This approach enables businesses to align their vision, communication, and execution, fostering growth and enhancing reputation. Our services are grounded in these core Methodology principles.

Service

Plan of Growth & Reputation

Businesswoman looking up at modern skyscrapers in a financial district, representing corporate growth and ambition.

The Power Triangle Methodology provides a clear Plan of Business Growth and Brand Reputation, with focus on your critical strategic challenges and listing the tasks to successful implementations.

Service

Marketing Management Outsourcing

Close-up of professionals analyzing financial charts and graphs during a business meeting, symbolizing strategic planning

Lacking a full-scale marketing team? We provide comprehensive outsourcing, leveraging our Power Triangle Model to fuel growth.

Service

Training Sales Teams with B2B Storytelling

Close-up of two people joining puzzle pieces together, symbolizing teamwork, problem-solving, and strategic alignment

Equip your Marketing and Sales teams with Storytelling B2B skills to build lasting trust, collaborate effectively and engage customers.

CX Design & Implementation

Are you ready to elevate your business to the next level? Our services are designed to streamline your operations, improve customer relationships, and boost your bottom line.

How do we help?

Explore other Strategic Services for Navigating Complex Business Challenges

Get in Contact