You’re facing pressure to improve customer retention, drive expansion and create a “customer obsessed” culture
But, how do you attack these objectives without a clear, cross-functional understanding of what it’s like to actually be a customer? Today, your company tends to look at things from a siloed, inside-out perspective. Your customer experience suffers as a result. That's where Method Garage comes in.
FEATURED Method Garage offering
Customer journey mapping & design
This isn’t your typical touchpoint mapping effort (which tends to sit on the shelf). During a 10-12 week strategic consulting engagement, we work directly with your customers and internal teams to map and re-imagine the journey from your customer’s perspective. By taking a co-design approach we bust internal silos and get stakeholders bought in to a shared vision, grounded in direct customer feedback. Your leadership team walks away confident and aligned on a roadmap of improvement initiatives and investments that will drive business results. CX/CS transformation means looking at yourself from the outside-in.
PHASE 1 - Research
We take time in advance to marinate in any existing research, goals, data & tribal knowledge that your internal team believes to be relevant. Then, we conduct deep-dive interviews directly with your customers & SMEs - to immerse in the journey from their perspective. After a critical number of interviews are complete, we synthesize what we’ve learned into a draft journey map and key insights, which are presented as an Early Themes Readout.
PHASE 2 - Visioning
Grounded in the research, we engage cross-functional stakeholders in workshops to brainstorm innovations and improvements in product, service, program, people, processes and technologies to positively impact key moments in the customer’s journey. We validate top concepts then synthesize everything into a Future State Journey Map, supported by Method Garage priorities, recommendations and a compelling narrative.
ADDITIONAL CX/CS Transformation OfferingS
Audio Journeys
25-45 minute, highly produced, podcast style narration of your customer journey, interspersed with real customers sharing their stories.
Design Sprints
3-week CX/CS design sprints focus on bringing a new CX/CS concept to life. All sprints result in an operational blueprint or digital prototype and a set of validated, tactical recommendations.
Why Method Garage?
We lived this problem ourselves, as former Customer Success & Services executives in large technology companies.
We are professional empathy interviewers. Our deep dive interviews with customers and SMEs always uncover gold.
We understand what it takes to bridge internal silos. We’re great facilitators. We make it fun and executive-grade.
We offer the perfect blend of teacher (moonlighting as Stanford d.school instructors) and consultants.