Customer Experience makes a real difference when it comes to winning and keeping customers.

Creating and delivering experiences to truly delight customers is especially challenging for organizations competing in a complex marketplace - where relationships exist between distributors, customers, influencers and decision makers - something we call the “experience ecosystem.” Converting insight into action and determining if you are getting the full value of your investments can be difficult.

Baker Tilly specializes in helping organizations design, test, deliver and measure experiences that have the power to truly delight customers.

By following an approach based on understanding of their experience ecosystem, identifying opportunities for improvements and testing and deploying experiences, organizations can improve the effectiveness of their customer experience investments and change the relationships with their customers.

Click on the following links to understand how we help our clients answer the questions that keep them up at night and navigate the complexity of changing the Customer Experience:

Member experience survey results drive credit union to achieve more personal member connections

A mid-size credit union with a shifting population and declining member experience, utilizes member experience survey to identify new priorities and achieve more personal connections.

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CX Innovation Toolkit

CX Innovation Toolkit

This innovation guidebook is a high-level overview of a framework approach to help you practice innovation and create new products, services and experiences to find, win and keep more customers.

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Our Take

image of Ethan D. Bach

“Customer loyalty is at an all-time low, and as products and services become more commoditized, customer experience matters even more.”