Great Experiences.
Not tomorrow...
NOW
Driving success for your business through customer experience strategy and design
EXPERTISE YOU CAN COUNT ON, TO DRIVE GREATER RESULTS FOR YOUR BUSINESS
With 20+ years in customer service and experience strategy, Experience Now is a consultancy firm committed to creating impact & value for your business. Our mission is simple...
We provide brands with the tools they need to create the best experiences for their customers.
Our strategies help business to create and maintain a relationship with their customer, understand their value needs and close the expectations gap for loyalty and customer retention. We do this by focusing on:
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Evaluation of the end-to-end customer journey and touchpoints throughout an experience.
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Understanding customer profiles and value priorities to create strong bonds between brand and customer.
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Employee experience; bringing whole teams onboard to understand the role they play in the business's success.
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Multi-channel feedback and data evaluation to understand how customers feel about a brand.
We've seen customer experience leaders (e.g. the best in the business) be up to 3x more resilient than their competitors in times of disruption. The impacts of great customer experience go far beyond the loyal customer.
*Stats according to the CX Academy
WHAT WE OFFER
Tier 1.
Customer Experience Review
+ Resolutions Report
A bigger and better version of the old-school mystery shop!
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An external, unbias review of your existing customer experience
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Presented in a report to share with your stakeholders.
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Report details your brands expectations gap and provides a list of resolutions leading to increased customer retention.
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Report categorised into level of priority, ease and financial impact).
Tier 2.
Tier 1
+ CX Strategy
Take the next step with a CX Strategy.
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Tier 1, plus a CX Strategy Report including...
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A customer journey map
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Customer profiling with value priorities (who are your significant customer groups and what do they need?)
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Your own Customer Experience Framework.
Tier 3.
The Complete Customer Experience Overhaul
Outsource your Customer Experience department!
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Tier 1 and 2, plus a CX overhaul including...
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A customised Customer Service Manual
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Feedback survey design (or redesign) with data analysis
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Training for ongoing survey management.
Additional Extras
Need more? We've got you covered with these add-ons.
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Service training for your customer-facing teams.
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Ongoing feedback channel management and data analysis.
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Customer journey mapping.
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Stakeholder mapping.
Need more? Let chat about how we can enhance your customer experience.
Packages are offered in tiers, depending on the level of investment you are interested in for your business.
Please contact us to discuss your business needs.
ABOUT
Experience NOW was founded by Nickie Cunha, an avid traveller and adventurist with a passion for great experiences; both for herself and others. With 15 years in customer-facing roles across the tourism, hospitality, teaching and events industries, Nickie landed in the corporate sector, helping to create and manage some of the best workplaces in the world. Here she first heard the emerging term 'customer experience' and spent close to 10 years learning the principles behind the concept.
Nickie is now combining her passion for creating and sharing moving experiences with her skills and knowledge, and has taken the leap with her own small business; helping other businesses be the best in their market.
