Customer Experience
Vision & Strategy | Brand Activation | Data & Measurement
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Fuel Brand Trust and Loyalty with Clear, Data-Informed CX Strategies
The most successful retailers consistently deliver value to customers, anticipate customer needs, and differentiate their brand in an increasingly crowded market. Driving long-term loyalty and creating experiences that customers choose again and again require clear customer experience strategies and integrated measurement systems.
We partner with retail leaders to define meaningful CX visions, bring brands to life in ways customers can feel, and build insight systems that reveal what truly matters to customers. Align teams, elevate brand moments, and design experiences that strengthen customer trust through a human-centered, data-informed CX approach.
Proven Outcomes
BRANDON HALL 2023
Gold
Best Use of a Blended Learning Program
Project: Project Passion: Kroger Health’s Holistic Approach to Associate Experience
BRANDON HALL 2023
Silver
Best Advance in Performance Management
Project: Ongoing Connections: Kroger’s Reimagines Performance Management Approach
BRANDON HALL 2021
Gold
Best Advance for Leading Under a Crisis
Project: Navigating Crisis: Kroger’s People-Centered COVID-19 Response
BRANDON HALL 2021
Silver
Best New Hire Onboarding Program
Project: A Fresh Welcome: Kroger's Onboarding Transformation
Proven Methods, Custom Crafted
CX Vision & Strategy
A clear CX vision ensures every touchpoint—digital and in-store—reinforces what customers value most. We help retailers define that vision, differentiate their brand, and align teams through strategic roadmaps and customer-informed insights that guide high-impact decisions.
Including, but not limited to:
- Visioning sessions to clarify what matters most to customers and identify high-impact opportunities
- Persona development for customer types
- Brand differentiation to clarify competitive advantage in the marketplace
- Strategy definition that aligns CX to organizational purpose, values, and objectives
- Visual articulation of CX strategy through roadmaps that align leaders and teams
Brand Activation
Long-term brand loyalty happens when customers consistently experience a brand’s promise in ways that feel meaningful, memorable, and authentic. We partner to design cohesive brand-right experiences—across digital, in-store, and events—that strengthen emotional connection, build trust, and drive repeat business.
Including, but not limited to:
- Design and development of cohesive brand-right experiences that build loyalty and trust among customers
- Digital campaigns that increase brand awareness and foster engagement with target customers
- Event design and facilitation centered on creating meaningful customer connections to the brand
Data & Measurement
Retailers rely on real-time insight into customer sentiment, trust, and behavior to make smarter decisions and stay ahead of market trends. We help retail teams build and refine measurement strategies and feedback systems that surface what customers need—and guide actions that improve satisfaction and loyalty.
Including, but not limited to:
- Measurement strategy definition that links data collection to desired outcomes
- Systems that measure customer trust, satisfaction, and loyalty
- Feedback loops that evolve with customers’ changing needs
CX Vision & Strategy
A clear CX vision ensures every touchpoint—digital and in-store—reinforces what customers value most. We help retailers define that vision, differentiate their brand, and align teams through strategic roadmaps and customer-informed insights that guide high-impact decisions.
Including, but not limited to:
- Visioning sessions to clarify what matters most to customers and identify high-impact opportunities
- Persona development for customer types
- Brand differentiation to clarify competitive advantage in the marketplace
- Strategy definition that aligns CX to organizational purpose, values, and objectives
- Visual articulation of CX strategy through roadmaps that align leaders and teams
Brand Activation
Long-term brand loyalty happens when customers consistently experience a brand’s promise in ways that feel meaningful, memorable, and authentic. We partner to design cohesive brand-right experiences—across digital, in-store, and events—that strengthen emotional connection, build trust, and drive repeat business.
Including, but not limited to:
- Design and development of cohesive brand-right experiences that build loyalty and trust among customers
- Digital campaigns that increase brand awareness and foster engagement with target customers
- Event design and facilitation centered on creating meaningful customer connections to the brand
Data & Measurement
Retailers rely on real-time insight into customer sentiment, trust, and behavior to make smarter decisions and stay ahead of market trends. We help retail teams build and refine measurement strategies and feedback systems that surface what customers need—and guide actions that improve satisfaction and loyalty.
Including, but not limited to:
- Measurement strategy definition that links data collection to desired outcomes
- Systems that measure customer trust, satisfaction, and loyalty
- Feedback loops that evolve with customers’ changing needs
What Our Clients Say
“We are thrilled about [the onboarding program] and the impact it’s had throughout our company. It affirms the new associates’ decision to join our company and provides them with the tools, resources, and confidence to effectively serve our customers. It was designed to accelerate the associate and customer experience, and it is doing just that.”
– Sr. Director of Training & Onboarding, Kroger
See Case Studies
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Our retail experts know how to activate the people and processes behind meaningful transformation. Connect with us to accelerate performance, deepen customer loyalty, and strengthen your organization’s path forward.
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MarkRenneker
Client Partner
Mark Hilvert – CPTD – Principal / Learning Strategist