4 Things to Look for in a Customer Experience (CX) Agency

Zack Simon

3 min read

Aug 16, 2021

4 Things to Look for in a Customer Experience (CX) Agency

Customer Experience (CX) is at the core of every successful and sustainable company. As such, it’s essential to be knowledgeable on and apply the principles of customer experience to your business. The trick is to get from knowing you need it to actually putting it into place. That’s where a great Customer Experience agency comes into play. 

A great Customer Experience agency can help to improve your company’s relationship with your customers for the better. Picking the right CX agency can seem daunting at first but it doesn’t have to be. Don’t worry, we’re here to help. 

Here are 4 things to look for in a CX agency:

  1. Uncover challenges you didn’t even know existed
  2. Remain solutions-oriented throughout the entire process
  3. Turn your customers into superfans 
  4. Help you hit business goals

1. A great Customer Experience agency helps you find challenges you didn’t even know existed.

Finding the right solution is important but to find the right solution, you have to first find the right challenge. And by that we mean the issue that is most impacting your user and most likely to be the reason why your digital product isn’t working as well as it should.  

The big obstacle is that the user-specific issues might not be obvious. A good CX agency conducts user and stakeholder interviews, deep dives into the tech, and, above all, observes actual users using the digital product. In doing so they reveal not just the clear challenges, but those that are underneath the surface as well. In essence, it’s about data, all of which directly influences the next point. 

2. A great Customer Experience agency is solutions-oriented.

The extensive research of the first point is all collecting information and better understanding the problems. The good news is that there are probably tons of solutions out there. The hard part is finding the right solution for you and your company. 

That’s where context comes into the picture. A solutions-oriented Customer Experience agency takes the problems at hand and overlays them with the company goals. The solutions that best match up to both the problem and the goal are the ones that rise to the top. See, a great Customer Experience agency doesn’t just find a solution, they find the best solution possible. And they do that by utilizing the best of the best from various fields – design, project strategy, engineering, and more. We connect with the right people to find the right solution.

3. A great Customer Experience agency helps to make your users happy.

The ultimate goal of any digital product should be to provide the best experience possible for your users. That’s done by listening to your customers and finding the solutions that best answer the needs they expressed. 

The result is that you aren’t just adding new features and functionality to your app just to add them but instead are focusing on the features and functionality that actually improves their experience. So, your users are heard, they’re happy, and pretty soon, they are super fans. 

4. A great CX agency helps you hit your business goals.

Bottom line? Well, it’s your company’s bottom line. And providing great Customer Experience is great business. It’s vital that your users have the best experience possible, but it’s also important that your company’s goals are kept in mind throughout the process. 

A CX agency will ensure both. And they’ll do that by moving through the entire process with purpose and an eye on both the user’s and the company’s needs. It can be a tricky line to walk, but an agency will have the experience and skills to walk it with confidence.  

At the Ranch, you’ll find all that and more. 

We’re here to help. We’ve got a team of Customer Experience experts ready to take a deep dive into your digital product and help you walk that line between being user-focused and keeping a laser focus on your company’s goals. Ready to get started? Get in touch and let’s chat! 

Zack Simon

Author Big Nerd Ranch

Zack is an Experience Director on the Big Nerd Ranch design team and has worked on products for companies ranging from startups to Fortune 100s. Zack is passionate about customer experience strategy, helping designers grow in their career, and sharpening consulting and delivery practices.

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