Customer Experience Assessment and Development

Your brand experience sets the expectations for your customers on how they’ll feel when they become a customer. The customer experience confirms or refutes those expectations. If they’re misaligned, your revenue will suffer.

Great brands create a powerful brand experience – a set of customer expectations – and back it up from interaction with their product or service.

Customer experience is a key driver of revenue growth in today’s marketplace.

The Role of Customer Experience


Our Approach

Here we define and refine all elements of the customer experience, including product / service interaction, customer support, client feedback, social sharing, customer experience rating and alignment to the brand experience.

Evaluating Your Customer Experience

You’re not in control of the perception of your brand – your market controls that. Yet you have significant control over your customer experience. Smart companies are always optimizing the customer experience – measuring it, evolving it and improving it.

Potential Impact

When your brand delivers what your customer expects, or better yet, even more, she’s delighted and everyone wins. A strong brand experience paired with a strong customer experience is what every business should strive for; it’s common among great brands.

“Ken Edmundson’s coaching was the gel which made our 250 employees a cohesive group, allowing Pemko to double in size, achieving our $80 million sales target.”

Phil Goossens
President (recently retired), Pemko Manufacturing

Interested in learning more?