Experience and Engagement
Our focus is on improving experience and engagement because ... if something is being worked on, and it won't improve the experience and drive engagement, then why work on it?
Improvements in packaging, engineering, bug fixes, and other tasks not typically considered experience improvements can be viewed with an experience lens, and prioritized appropriately.
Ultimately, those improvements will be communicated to stakeholders overtly, or more discretely as a better experience.
True Experience improvements are communicated to stakeholders - from open service cases to improved site documentation to product changes.
When focusing on engagement and experience, all touchpoints and listening posts communicate something - even if it is silence.
Work with us to ensure the correct signals are being sent across your value chain, not just by the marketing department.
Communication
Global Experience
We have worked with people from over 42 countries and their unique sub-cultures ranging from market research to complex manufacturing and logistical issues plaguing customer satisfaction.
Each Lifecycle is unique, but there are general steps or phases in a Lifecycle which allow us to utilize frameworks to conceptualize journeys.
Lifecycle
Lifecycle End2End
Journeys
With extensive experience in Journey and Customer mapping, we can help your team by using our Experience and Engagement frameworks and tailoring them to your audiences and stakeholders.
Journeys can be mapped at the highest level or broken down into phases or major processes for investigation, analysis, measurement, and improvements .
Process sub-Journey
Reach Out Today
Via Capri Consulting has developed an Experience and Engagement model, including flexible frameworks, guides, and templates to help you and your team get started with Experience and Engagement work - or to build on foundational work you may have already done.
Why Experience?
Revenue. Profitability.
As the adage says, it's more expensive to acquire and find a new customer than to keep a current one.
Improvements in Customer Experience can yield huge results; from renewals to subscription to repurchase.
In 2025, the newest research downplayed "recommendation" - the core essence of Net Promoter Score (NPS) citing that on average less than 7% of new customers cite a recommendation as the main reason for their purchase.
