Work with a customer engagement and customer experience agency that can help you build, strengthen and maintain profitable customer relationships.

As experts in CRM and loyalty, we place a particular emphasis on customer experience and customer engagement services. With more than four decades of experience, our agency can help you:

  • Optimize your customer journey mapping to enhance every customer interaction
  • Boost profits with data tactics that support targeting and personalization strategies
  • Increase long-term loyalty and revenue well past the point of sale

“It really has been wonderful working with you and the CCG team. I strongly believe that together we’ve already made great strides in our retention program.”

Steven BellachChief Marketing Officer, Proflowers.com

“We have been impressed by your team on so many levels. Leadership and attention to detail on the most important client issue, budgets, is impressive. You get us. You get it. And will continue to get more business because you deserve it.”

Jen SanningChief Marketing Officer, Rainbow Rewards

Our Customer Experience Services

Customer experience (also known as CX) is built throughout the customer journey and encompasses the customer’s impression of your brand as a result of every interaction. The  increasing array of communication channels has made the customer journey more complex and varied than ever. This means it’s essential for retailers to understand all potential journeys in order to provide the optimal customer experience for every individual. It’s also important to ensure that the customer experience is equally good regardless of channel or touchpoint. In fact, various studies show that customer experience is poised to overtake price — and even product selection — when it comes to giving your brand a competitive advantage.

Understanding Your Customers & Their Purchase Journey

As a customer experience agency, we understand that building meaningful customer journeys with a personalized customer experience needs to be your foundation. And we know that starts with developing a deep understanding of your customers, your products and services, and your brand’s key differentiating factors.

That’s why our customer experience services include a discovery phase where we delve into details about your company and your audience, so we get to know them as well as you do. Our customer-focused approach incorporates data analytics, proprietary models and advanced statistical techniques — all of which helps us develop strategic initiatives to improve the customer experience.

Designing a Roadmap for Great Customer Experiences

Strategic customer initiatives are at the core of our customer experience services and are key to developing a custom-designed roadmap that meets your goals. For example, our Statistical Loyalty Program OptimizationTM model can help define the optimal mix of benefits for key audience segments, to provide a great customer experience through loyalty program benefits.

All of this knowledge, combined with our decades of experience in retail marketing and CRM, allows us to work with your team to create detailed customer journeys covering multiple pathways that address multiple ways that customers interact with your brand.

Our Customer Engagement Services

Customer engagement is often used to describe a customers’ direct interaction with a brand, whether initiated by the customer or the brand. Ultimately, the goal is to create a positive emotional connection between the two. The more engaged a customer is, the more likely they are to be loyal over the long-term, to become brand ambassadors and to create more revenue. For this reason, focusing on customer engagement is an important factor for retailers looking to build long-lasting profitable customer relationships.

Combining Technical Expertise & Creative Skill Sets

A customer engagement agency is a relatively modern concept that combines historically separate skill sets and businesses. To do it well requires expertise in database marketing, CRM technology and creative development, as well as overarching strategy.

Whether it’s utilizing a customer value score to identify your most profitable customers, gaining crucial insights through voice of customer research or leveraging data to deliver relevant messaging at the right time through the right channel, our customer engagement services focus on increasing retention, loyalty and profits.

Our Customer Experience and Customer Engagement Agency Services

The increase in competition and evolving customer expectations make creating and implementing a winning customer experience and engagement strategy more important than ever. CCG’s retail strategists, analysts and creatives work hand-in-hand to help you build stronger, more profitable customer relationships. Our comprehensive suite of services includes:

  • Voice of customer research and surveys
  • Customer journey mapping
  • Customer value scoring
  • Customer loyalty optimization
  • Omni-channel content strategy and planning
  • Predictive modeling
  • Traffic-building program development
  • Retention program development
  • CRM retargeting
  • Testing design and analysis
  • Segmentation & cluster analysis

Our Customer Experience & Engagement Agency Resources

Case Studies

CCG Retail Marketing Blog

White Papers

Interactive Loyalty Assessment Tool