About Customer Innovations, Inc.

Are you losing too many customers or sales opportunities?

Are you experiencing too much negative word of mouth?

Are customers’ expectations changing faster than your company’s ability to stay ahead of the competition?

Do you have trouble aligning the efforts of intermediaries in order to deliver for the customer?

Are customers behaving in a way that constrains or undermines your efficiency and profitability?

Are all your efforts just leading to “better sameness.”

Customer Innovations has a 25 year track record helping leading organizations create products, services, and experiences that measurably improve customer acquisition, retention, and profitability.  Our unique Cognitive-Affective-Behavioral Engineering approach has led to bottom line results of 10-25% in the form of increased retention, incremental sales, reduced acquisition costs, positive word of mouth, higher price realization, and improved productivity of customer-facing operations.  Most of our work has been with organizations that create experiences across complex networks of “customers” including consumers, agents, brokers, retailers, and other influencers.

We Provide a Portfolio of Innovative, Results-Focused Services…

• Rapid Revenue Retention. We quickly identify specific elements of the current experience that are leading to attrition, lost sales, negative word of mouth, and unproductive customer behavior.   Intensive 10-12 week efforts often lead to $10 – $100 million in benefits.
• Accelerating Sales From the “Outside In”. Rather than starting with the internal structure, processes, tools, and training, we start with a deep understanding of how and why your customers buy and then focus improvements on shifting buying behavior.
• Customer Behavioral Engineering. We leverage a unique Cognitive-Affective Behavioral approach to help clients design products, services, communications, processes, and systems that naturally fit with the way people think, positively influence how people feel, and most importantly, drive profitable behavior
• Signature Experience Design. We design, deliver, and engage customers in experiences that capture their attention and influence the actions they take.  These experiences are structured to tell a meaningful story and influence customer behavior using a set of differentiated “signature experience” elements.
• Aligning Effective Employee and Intermediary Experiences. We help create the specific employee and intermediary experiences required to ensure that those who work directly or indirectly with your customers reinforce the intended evocative experience.

…Powered by Unique Technology for Quickly Moving…

…From Insight… to Innovation… to Results…

Traditional touch-point oriented approaches rarely deliver more than “better sameness” because they focus on how the organization delivers an experience rather than on deeply understanding how people actually have experiences and how those experiences influence behavior.   Customer Innovations has a unique approach and toolset for designing evocative experiences that positively and profitably influence behavior.

• Experience Miner^TM – Traditional “voice of the customer” approaches are insufficient for understanding the largely subconscious processes that influence customers’ desires, preferences, emotional states, choices, and behavior. Based on 25 years of cognitive and behavioral research, the Experience Miner^TM toolset helps surface, analyze, and measure the ways customers think about, feel about, and act on their experiences.
• Experience Designer^TM – The output from Experience Miner^TM feeds our structured Experience Designer^TM toolset that guides every step of the experience ideation, concept development, specification, and blueprinting processes.  Experience Designer^TM also incorporates an integrated experience-chain framework that helps specify and design the specific employee and intermediary experience interventions required to generate the intended customer experience.
• Experience Economics^TM – It’s exceptionally easy to deliver an uneconomic experience.  Most organizations simultaneously over-invest in elements of the experience that don’t matter to customers and under-invest in elements that have significant influence on customer behavior.  The Experience Economics^TM toolset helps companies find the optimal investment point based on the influence that individual and collective experience design elements and service levels have on the financial performance of the business.

…For a Wide Range of Leading Clients

For more information contact us at info@customerinnovations.com