Iimagine Strategy

Customer Experience Design & Management


Customer Experience Design & Management

We work with businesses and organisations, large and small, private and public in designing tailor-made, end to end solutions to driving profitability and competitive advantage in an increasingly customer experience driven, socially sharing, information rich world of infinite choice. As technology and communication innovations such as smartphones and ultra-connected social platforms proliferate every business and the quality and performance of its products and services are now effectively transparent to open review and market comparison. The direct effect of this increased market transparency are experientially heightened expectations by your current and future customers of the complete experience and perceived ‘value’ delivered by every business they interact with.

An individual customer’s experience is a complex interplay of their expectations, their perceptions of their experienced reality, and their post experience cognation of how of there thoughts matched up. If you plan on winning the customer experience game, you’d better have a world class strategy and a team that can deliver!

Core Concepts and Ideas – Reading and Materials

Customer Experience Design Articles

Truth About Customer Experience HBR

Understanding Customer Experience

Toward a Perfect Customer Experience – Case Studies

Multi-channel Customer Experiences

Customer Experience Management Articles

Customer Experience Management

Customer Experience Improvement

Customer Journey Mapping

Customer Life Cycle Journey

Mapping Customer Journeys

Loyalty though Customer Experiences

Using Customer Journey Maps to Improve Customer Experience

Touch-Points Bring the Customer Experience to Life

Using Employee Insights to Fine Tune the Customer Experience

What a Great Digital Customer Experience Actually Looks Like HBR

Micro Moments and the Shoppers Journey HBR Sept2015

Customer Experience in the Digital Age HBR Oct2015

Services and Experiences Delivery Articles

Online Customer Ratings Analysis Cornell

Service Scrpting – Customer Impact Cornell

Branding and Loyalty in the Internet Age Cornell

Guest Experience Innovation Hotels Cornell

How customers choose hotels online Eye Tracking

Social Media impact on Customer Choice

Cornell University Research – The Impact of Social Media on Lodging Performance (Positive Reviews to ROI) PDF



Talk with us today on +61439039279 or email us at info@iimagine.com.au

Talk with us today about working with you and your team to create and design Customer Experiences that delight and Innovative Business Strategies that deliver. We look forward to discussing with you a different way at looking at your customer and your business.

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