Customer experience

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.

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.

Get your Customer Experience Rating

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.