Create a customer experience programme
Map the experience before you change any of it, then run the programme on three numbers. It draws the line between a customer experience programme and a survey nobody acts on.
Download the guide
Look inside
Eight of the thirteen pages. Turn them the way you would a printed guide.
What the guide covers
Thirteen pages, laid out the same way as every other guide in the series.
Map the experience before you change it
Every stage, every moment inside it, and who owns each one.
Eight actions
Numbered and in order, from mapping the stages to fixing the three worst-scoring moments.
A worked example
A UAE furniture retailer, four showrooms, an online shop, 60 staff, delivery and assembly.
A one-page experience map
Every moment scored out of fifteen, so the worst ones are obvious.
Related
Where to go next.
Keep your customers
Three numbers to check this week, and four moves that hold customers.
Read the guide
Measure your marketing
Three numbers a board will believe, and what a small budget can prove.
Read the guideWhere this fits. A customer experience programme is growth and performance work. What the experience is supposed to feel like comes from brand positioning.
Sources. Forrester, 2025 Global Customer Experience Index rankings, 24 June 2025, covering 469 brands, 12 industries and 13 countries, with more than 275,000 customers surveyed. McKinsey, Experience-led growth: a new way to create value, 23 March 2023. Qualtrics XM Institute, ROI of Customer Experience 2025. All checked 22 August 2026, and listed in full on page 10 of the guide.
Next step
Talk the decision through before you commit to it
A 30 minute discovery call at no charge, on whichever part of this sits closest to the decision in front of you.
Book a discovery callOr read how growth and performance works, what it covers and how it is scoped.