SEAMLESS Customer ExperienceS

Creating a unified and seamless buyer experience is a fine art. Different departments and teams commonly own separate parts of the customer journey, resulting in a fragmented customer experience (CX).

A key differentiator to digital success is aligning all parts of your organization around the common goal of creating a consistent and engaging CX. We excel in breaking down departmental silos and building processes that empower everyone to pull in the same direction.

We’ve helped hundreds of ecommerce companies develop and optimize their CX with our tried and tested methodologies and best practices that can quickly be adapted to each new use case. Our roadmaps and plug-and-play action plans will save you months of research, testing, and strategizing, and help you get laser-focused on the right things, in the right order.

A Tried-And-Tested Cx Roadmap

Customer Experience Rating

Before you optimize the user journey, you must understand what’s working well, and what isn’t. In our Customer Experience Rating, we immerse ourselves in your brand to help you assess the current state of your customer experience, and how to ensure your CX captivates audiences.

Industry Benchmarks

We provide you with benchmark data for your segment to ensure you set the right goals for your CX and your business as a whole. We’ve worked with hundreds of ecommerce businesses of all sizes within different industries in the B2C, B2B, and D2C sectors. In short—we know ecommerce.

Qualitative Customer Insights

To get a deeper understanding of how customers experience your brand, you need to ask them. Generally, third-party interviews result in the most sincere results and hidden truths.
We offer qualitative customer insights based on 1:1 interviews – both in-store and digitally. Then we help you turn the findings into a proactive plan.

Quantitative Customer Insights

Quantitative data helps you understand how your CX is perceived at scale. Digital surveys, email, chatbots, and NPS scores all contribute to the overall customer experience. We help you establish processes and perform surveys in a way that bolsters your brand. With our help, you will use the results to benefit your brand.

The Vaimo CXR Framework (Customer Experience Rating)

At Vaimo, we offer all our clients the opportunity to measure and rate their digital customer experience by providing a data-driven score. This score spans across 4 high-level categories in 12 specific areas and allows us to rate the current digital commerce experience through an impartial and standardized approach.

Individual measures are used in the evaluation to test adherence to best practices and create a list of opportunities that can be categorized in short-term quick wins and new opportunities for consideration. The focus is on closing the gap between the brand promise and the experience delivered.

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CXR: The Outcome

Our CX Rating will provide clarity on what and how to improve the customer experience – to drive higher conversions and increased loyalty. It can be used for inspiration or as a tool to plan your optimization activities. You will receive:

  • A scoring across 12 areas of Customer Experience Excellence
  • A 40-60 pager report with identified improvements & examples
  • A top 10 summary of items with the highest impact
  • A walkthrough of all findings

Outside-In Perspective

Optimizing the customer experience requires a deep understanding of the customer journey and what it looks like from your customers’ point of view. Applying an outside-in perspective rather than an inside-out one is imperative to building great CX.

We can help you translate data and insights into touchpoints and CX concepts that you can use to formulate what needs to be done, why it needs to be done, and how you plan on doing it. By communicating your CX goals to your organization, you’ll achieve a shared vision of the relationship you’re forging with your customers.

Immersive CUSTOMER Experience Across Touchpoints

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