Daniel & Friends / Services / CX & customer experience
CX & customer experience
You win customers, they just don't come back as often as they could. Somewhere along the way they quietly walk off, and we find out where.
Customer experience (CX) is managing the whole experience with a brand across touchpoints, from the first visit through purchase to repeat purchase and referral. We map the customer journey, find friction and opportunities, set up processes and measure satisfaction. Winning a customer is expensive, keeping one is cheap, so CX is one of the most underrated levers on retention and LTV.
When to call us
Acquiring a customer costs more than you earn on their first purchase.
Reviews and support tickets keep repeating the same complaints.
Each channel looks fine, yet customers keep leaving.
What we'll do for you
- Customer journey mapping from first contact to referral
- Touchpoint audit and behaviour analytics: heatmaps and session recordings show where customers leave
- Voice of the customer: surveys, NPS, CSAT, in-depth interviews and call analysis
- CX standards and a service blueprint with clear ownership
- Onboarding, lifecycle communication, and retention and loyalty programmes
- Ongoing evaluation: how many customers come back after the changes and how many of them recommend you
- Microsoft Clarity,
- HubSpot,
- Gong,
- Fireflies
How it works
The work runs in three steps: journey map, friction points, retention and LTV.
- Journey map: every touchpoint.
- Friction points: where customers drop off.
- Retention and LTV: measured in revenue.
-
Result: More revenue from the customers you already have.
What you get out of it
- Higher retention and LTV instead of forever topping up a leaky bucket with acquisition
- Less friction on the journey where customers quietly leave you today
- Clear processes and ownership of the experience across teams
- A customer experience that sells for you through referrals
What it costs
We run journey mapping and the audit as a project at a blended rate of $90/h, ongoing improvement as a monthly fee. You get a quote with an hours breakdown within a week.
The Daniel & Friends team has delivered over 750 projects in 15+ countries and helped clients generate over $19M in revenue.
Frequently asked questions
What is the difference between CX and UX?
UX is the experience with a specific product or interface (website, app). CX is the whole experience with the brand across every touchpoint: advertising, purchase, delivery, support, repeat purchase. UX is a subset of CX.
What is customer journey mapping?
A visual map of the customer's path from first hearing about the brand to referral, including what they feel at each stage, their expectations and where they hit friction. It shows where you lose money even when individual channels look fine.
How is CX measured?
With metrics like NPS (willingness to recommend), CSAT (satisfaction), CES (customer effort) and above all hard numbers: retention, repeat purchase and LTV. Satisfaction you cannot see in repeat purchase is just a pretty chart.
What does customer journey mapping cost?
We run journey mapping and the audit as a project at a blended rate of $90/h, ongoing improvement as a monthly fee. You get a quote with an hours breakdown within a week.
Further reading: Loop marketing: HubSpot buried the funnel →