We specialize in Customer Experience and Marketing Diagnosis. At Whitebone, we understand that building a successful marketing and customer experience (CX) strategy starts with in-depth research and data-driven diagnostics. Our CX & Marketing Research and Diagnostics services empower businesses by offering actionable insights into customer behavior, market trends, and evolving customer preferences. These insights are critical for making informed decisions that improve not only customer satisfaction but also the overall effectiveness of your marketing efforts.
By leveraging a combination of advanced analytics, qualitative
research, and customer feedback, Whitebone helps businesses uncover valuable opportunities to enhance customer journeys and fine-tune their marketing strategies.
Key Offerings
1. Customer Journey Mapping
One of the most crucial aspects of our CX research is understanding how customers interact with your brand across various touchpoints, from initial awareness to post-purchase stages. Whitebone creates detailed customer journey maps that visualize the entire customer lifecycle, helping businesses identify pain points, friction areas, and opportunities to enhance engagement. For example, a retail client may find that customers often drop off during the checkout process on their e-commerce platform. Our analysis could reveal that a lack of payment options or slow page load times are the causes. With this insight, the client can address these specific issues, improving the online shopping experience and reducing cart abandonment rates.
How We Do It:
We gather quantitative data such as website analytics and purchase history to track customer movements through various channels.Qualitative research methods,including customer interviews and focus groups, provide insights into emotional
responses and motivations.We use this information to create a visual customer journey map that highlights key pain points and suggests
actionable improvements.
2. Voice of the Customer (VoC) Analysis
Whitebone's Voice of the Customer (VoC) programs are designed to capture direct feedback from your customers through surveys,reviews, social listening, and other feedback mechanisms. VoC analysis enables businesses to understand what customers are saying about their experiences,
what they value, and where they believe improvements can be made.
For instance, a hospitality brand may receive frequent feedback that their check-in process is too slow. By integrating VoC data into their customer experience strategy, the brand can prioritize speeding up this process, perhaps by implementing mobile check-in options or increasing
front-desk staffing during peak hours
How We Do It:
We design and implement VoC surveys to capture critical customer
feedback across multiple channels—email, website, social media, and in-person
interactions.Text analytics tools help analyze
unstructured data (e.g., reviews or social media mentions) to uncover trends
and common issues.We present actionable insights to help you enhance products and
services based on real customer input.
Our Marketing and CX Performance Audits provide a comprehensive evaluation of your current customer experience programs. We assess how effectively your systems are meeting customer expectations and delivering consistent, high-quality interactions. A CX audit not only identifies areas of improvement but also highlights strengths that can be leveraged to create a better overall experience.
For example, a financial services firm might be struggling with inconsistent communication across customer service channels (email, phone, and live chat). Our audit could identify that employees are not following standardized scripts or processes, leading to varying levels of service. As a result, the firm can implement training programs and customer service automation tools to ensure uniform quality across all touchpoints.
We assess your CX metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), to evaluate performance.We review your CX technology stack (CRM systems, chatbots, automation tools) to ensure they are working efficiently.We provide a detailed audit report with actionable recommendations to improve your marketing and customer
satisfaction and engagement.
See how we’ve helped these leading brands solve their biggest challenges
