Experience Management

A holistic approach to helping you deliver exceptional experiences...

What is Experience Management?

Customer experience is the sum of all the interactions that a customer has with an organisation over the life of the relationship with that company.

At Step5, we specialise in defining, measuring and executing your target experience to help you acquire and retain customers and maximise value for citizens.

A businesswoman standing in a busy street looking up at the sky

Why manage experience?

Experience is key in maintaining user relationships, trust and loyalty.

It is often a crucial differentiator, yet organisations struggle with changing behaviours due to significant events, poor operational performance, or emerging channels, regulations and ethics.

When customers have a plethora of options to choose from at their fingertips – first impressions matter.

78%	of customers have backed out of a purchase due to a poor customer experience
50%	of customers will switch to a competitor after one bad experience
92%	of people trust recommendations from friends and family over any other type of advertising

A satisfied customer using a mobile phone

How can you benefit?

Step5's Experience Management solutions deliver a range of valuable benefits, including:

Customer Acquisition
Customer Retention
Value for citizens
Transformation opportunities
Talent retention

Our Life-centred Design Approach

We apply a life-centred design approach. This means we consider sustainable, environmental, and social implications and aim to reduce our impact on the planet and drive systematic change in how we think, create and consume.

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