Download free CX UX design proposal template (RFP)

Free Template Download

2021 trends guide for retail brands: How to adapt to the new normal

Free PDF Report Download
UX Consultancy Guide for Clients

How to choose the right customer experience consultant 2020

Customer Experience
profile image circle
Mario Stipetic

CX lead

Our CX research agency runs fresh and high-level community newsletter for CX related roles.

Join CX Circle community

UX Consultancy Guide for Clients

The complexity of customer experience

Customer experience is a term that defines all customer's interactions with a brand. Those interactions can range from the first ex. when the customer saw the brand Facebook ad, all the way to unboxing and customer support experience. Google's researches revealed stunning results that an average customer touchpoint range is between 50 - 300 prior to purchase.

To achieve quality customer experience is very challenging. Even a small number of mistakes can cause your customer to walk away and go to your competitors, according to Acquia (Closing the CX gap: Customer experience trends report 2019)

Our CX consultancy company is also offering a wide range of CX services, so please contact us.


Importance of an excellent customer experience agency

As an agency with extensive knowledge in the CX design field, we are familiar with all aspects of high-quality work and what a CX agency should provide. 

The right CX agency is essential to your business as it can help you and your company go ahead of your competitors and thrive in the long run. It can take time to select the right customer experience agency, but it is neither impossible nor complicated. 

Brands that have oriented themselves only on profit are risking downturn in the long run for a somewhat good or average today. Customer experience is the most critical factor that decides the brand prosperity and viability. 

We will soon publish more details on how the CX impacts your brand and product, so please subscribe to our newsletter on the blog list page.

What services does customer experience consultancy perform?

  • Journey audit (also called journey review/journey assets/journey analytics/journey research)
  • Quality Customer Interviews
  • Online Surveys
  • Customer Journey mapping
  • Persona design
  • Benchmark /competitive reports
  • Customer journey testing
  • CX metrics system implementation
  • Journey touchpoint tracking
  • CX analytics / Quantitative measurements 
  • UX design
  • UI design
  • Journey design
  • CX Strategy consulting
  • CX Coaching

Create a base for your design project

Before contacting the customer experience agency, you might want to consider compiling a short brief of your project:

  • Project goal
  • Target audience
  • Budget
  • Features list
  • Timeline

In this article, we published a detailed guide on creating a CX request for proposal (RFP). Please subscribe to our newsletter on the blog list page to receive similar articles to your email.


How to choose the right customer experience agency?

At first, you will have trouble finding the right CX agency, and it will take time. But there are some questions that you can think about that will help you choose the right agency.

1. Examine the past experiences of the agency

It is good to first go through an agency's case studies and previous work. In that way, you will determine the agency's major projects and how professional they are in their work. ‍

Examine the past experiences of the agency

It is good to first go through an agency's case studies and previous work. In that way, you will be able to determine the agency's major projects and how professional they are in their work. ‍

How many projects did the agency complete? 

Make sure that the experiences are live projects and not merely concepts.

Are their previous works following the same pattern or every project is different? 

It is good to choose a company that takes a unique approach to every project.

What is their work quality? 

Quality of work is highly essential. Examine what challenges the agency has faced and how they have solved it. Look at the growth rate after implementing changes.

We will soon release an in-depth guide on how to spot an excellent customer experience consultancy work, so please subscribe to our newsletter on the blog list page.

Does the agency case study include essential details? 

From the case study, you should understand:

  • The process
  • Are there any concrete results from the service (ex. various metrics and so on)
  • The level of finished service quality
  • The team involved


Did they describe the actual process and end goals in case studies?

If they can describe a process correctly, that means they have full knowledge of their previous work and take their job seriously. It shows that they connected with their project from the start. The customer experience consultancy team needs to know all about the process of their project with facts and stats.

It is always good to ask the agency to provide concrete examples of what they did correctly to reach the end goal. The end goal, for example, can be conversion, engagement, or retention rate improvement.

What is the consultancy's best work and why? 

How they react to criticisms and feedback is also essential.

2. Communication quality

Communication is a clear way to see if the company you are working with will perform well or not. The agency should present determination and enthusiasm to work with you.

Enthusiasm can also be viewed via intro emails or by interviewing the agency and question their thoughts about the project.

Ask them about how frequently would you communicate; frequent communication is mandatory and crucial to project success. After the project start, you should always know what task is the agency working on in the previous day, today, and tomorrow.

3. Task understanding

It is a good sign if a company wants to have a detailed understanding of your projects. Comprehensive questions and research indicate interest, and the company wants to have a full understanding of the project's goals before they start.

4. Project management

For a project's success, a team's project managing skills determine how well they can manage it.

  • will they deliver according to a schedule
  • how frequently will the company update you on the progress
  •  is there anything that the CX consultancy needs

Finding out how the consultancy will deliver results can be challenging, but there are a few tricks. See how they communicate often and did they send the proposal on time. The proposal is the first indicator of their management skills and motivation.

5. Look for testimonials

If you know someone who has already worked for the company, then you can gather some evidence and ask around how they worked. You can ask from a shared connection or a recent client. Ask them if they would like to work with that company again.

6. Agency's team

The agency should present its team and the project manager should be responsible for deliverables, communication, and end quality. The CX agency team can be distributed (remote) or located in one office. Each case has its advantages.

Before hiring, you should talk to an agency's lead project manager and not just to a salesperson during the customer experience agency lookup.

7. Services scope

If an agency specializes in your niche, then it should deliver better conversion metrics than the general customer experience consultancy. You should always look at whether the agency has a dedicated presentation page or blog post on your project's subject. Content on their website will indicate their strategic direction and motivation.

Inclusiveness, the quality of covering, or dealing with a required range of subjects or areas is also essential.

8. Beware of big clients portfolio and low-quality work

If an agency did business with large corporations, it does not mean that said agency performs on a quality level. We saw so many examples when the agency did minor work and added a corporation as their clients. Also, similar cases include creating a broader solution for a corporate client but did not deliver high-quality customer experience service.

Do not be impressed with their clients; look at their previous work, web page, and blog content.

9. Quality assurance

Quality assurance management plays a crucial role in CX service by ensuring that finished released products that the consumer is using meet the defined specifications. The agency should plan, direct, and coordinate quality assurance programs so your final project will reach the end customer expectations.

10. Price

Price is always one of the most critical factors in deciding whom to hire. An old saying goes, "I'm not rich enough to buy cheap things." Three factors should come into consideration:

1. hourly price

Either you would like a fixed price estimate, or if you are hiring a consultancy on a part-time/full-time basis, the assessment should include how many hours will be required for a finished project.

2. how many hours will the consultancy invest in your project

For example, a fixed price estimate without guaranteed hours invested can mean that the consultancy will not spend many hours into the most crucial part of the project - perfecting details.

3. how fast are the agency experts solving problems

Of course, hourly price does not mean a lot. For example, an experienced team can finish the design task within 200 hours with excellent results at a costly rate of $100 US. The final cost would equal to $20,000.

A medium-level team can maybe allocate 400 hours while charging around $60 US per hour and deliver low/medium quality results. The final cost would equal to $24,000.

Workshop

In the CX field, a remote or physical initial workshop is a great way to start the project because it offers the consultancy team the possibility to understand your challenges better. We found that even a five-day workshop (2 hours per day) helps immensely, speeds up the onboarding, and improves the quality of finished service.

Our CX consultancy company is also offering a wide range of CX services, so please contact us.


Several questions you should ask when looking for a CX agency 

What key points should I consider when hiring a CX consultant agency?

Choosing a strategic partner is never easy. We compiled a list of key points that you as a client should consider for UX and CX design in our article How to choose the right CX UX agency.

How much does the CX service cost?

Every CX consultancy price is different from the other. Various clients have various requirements who want a unique solution every time. Companies charge accordingly; either they have a fixed rate or hourly charge. Hourly rate is usually between 40 - 200 USD, depending on the agency.

The usual cost range of the medium-sized project is around 10,000-30,000 USD for a quality solution. There might be some additional deliverables which could come at extra cost.


What is the process of the CX service?

There are a few necessary steps for the majority of the CX projects.

The possible steps are:

  • Team workshop
  • Project goal analysis
  • Project strategy, team definition, and timeline
  • Project first draft
  • Iterative work on the project
  • Handoff
  • Quality assurance
  • Testing and adjustments


Our agency is also offering a CX design service, so please contact us.


Our CX research agency runs fresh and high-level community newsletter for CX related roles.

Join CX Circle community

What will be the most important 2020 fashion eCommerce trend based on your professional experience?

Note: we will publish selected answers and get back to you by email
Thank you! Your submission has been received!
We will notify you by email when we will publish the results.
Oops! Something went wrong while submitting the form.

What will be the most important 2020 fashion eCommerce trend based on your professional experience?

Note: we will publish selected answers and get back to you by email
Thank you! Your submission has been received!
We will notify you by email when we will publish the results.
Oops! Something went wrong while submitting the form.

Follow SuperSuper on LinkedIn

Follow SuperSuper CX research agency here to see valuable customer experience reports directly in your LinkedIn feed.

You might be interested in...

We ensure that our designs meet  the high standards  of all three sides: customer, client and aesthetic/functionality.

CX request for proposal (RFP) guide (w/Template!)

Writing a great request for proposal (RFP) for user experience design is an important task because it sets the course of the entire project. Every client is different but there are some general rules that can apply to any client.

See Post

2021 CX guide for retail brands: How to adapt to the new normal

In this article, we will share some of the actionable things retail brands marketing departments can consider implementing to improve trust and gain loyalty in this post coronavirus (COVID-19) "new normal" world.

See Post

Top 20 Customer Experience Consulting Companies in 2020

Finding a good customer experience (CX) consulting company can be difficult. There are many CX agencies, but only some of them offer a true multi-discipline approach, holistic view, and high service quality.

See Post