A fresh perspective feels good. Especially if the old perspective is holding you back.

In the Spring of 2017, Altimeter asked consumers “What do you think prevents companies from providing the ideal customer experience?” The two most popular answers were: “Lack of good employee training” (45%) and “They value profit over customers” (44%).

Put another way, customers have two fundamental expectations of your business: they expect your head to be screwed on straight (your people have to know what they’re doing) and your heart to be in the right place (your people must value the right things). We’ve helped brands sort out the best way to resuscitate their offerings and customer experiences in order to achieve (or recapture) #omgbestever status.

How We Spark Offering and Experience Evolution

We start by getting to the heart of what people have always loved with an eye towards identifying the unexpressed needs that will arouse the next big thing. We then reimagine how outmoded offerings and experiences can evolve and thrive in a new context.

To do so, we tap into an exploration toolkit, from ethnography to data science, to break down the barriers between businesses and the people who matter most to them. Think of our work as a conduit for the nuance – the raw truths – that sparks new thinking and inspires change.

Oh, we also believe that meaning matters. A brand, at its essence, is an aligned experience from which commercial meaning can be derived. When you see things that way, you see customer experience as a vehicle for more than just your offerings, but for meaning as well. That’s why we help clients see the humanity in what they do, the customers they’re serving, and the employees who fulfill promises every day.

Let’s talk a little bit about our offerings and the investment our work necessitates.