At Gurley Marketing Group, we are a customer experience consulting firm rooted in the belief that the voice of the customer is the most powerful driver of growth. Our cx consulting services combine proven frameworks, real-world experience, and actionable insights to help organizations optimize every stage of the customer journey.
If any of the following sound familiar, it may be time to rethink your customer experience strategy:
- Your customer experience has weak links… you just don’t know which touchpoints are causing the most friction.
- You’ve lost your competitive advantage and sales have followed suit.
- You’re growing faster than you can strategize, manage, or measure, and it’s hurting customer satisfaction and long-term retention.
- Your brand is showing its age, but you can’t pinpoint the disconnect between customer expectations and perception.
- Traditional marketing isn’t working like it used to—and new models like influencer marketing, digital experience design, and omnichannel engagement seem overwhelming.
Service Offerings
Brand Evaluation and Development
- Brand strategy development: A strategic roadmap that informs everything from Marketing to IT to HR.
- Market positioning: Defines who you are, who you serve, and why you’re the best-in-class provider for your audience.
Customer Knowledge Process
- Decision process definition: Understand why customers act as they do along their customer journey.
- Satisfaction and customer loyalty: Identify what truly builds lasting relationships.
- Segmentation: Define who your customers are through deep customer insights and behavioral analysis.
Marketing Strategy Development and Planning
- Market and customer needs analysis: Get a data-driven, holistic view of your market environment.
- Strategy development: Build a comprehensive, customer-centric cx strategy that aligns with your goals.
Multi-Channel Optimization
- Opportunity assessment: Evaluate customer touchpoints across both traditional and digital transformation channels.
- Multi-dimensional segmentation: Use attitudinal and behavioral metrics to enhance customer engagement.
- Campaign development. Create a targeted plan that optimizes the most appropriate go-to-market channels including digital marketing campaigns, content strategy, email, search, and social media to drive consistent, measurable results.
New Product and Service Development
- Develop: Identify concepts through customer journey mapping, market validation, and competitive benchmarking.
- Test: Pilot offerings using real-time customer feedback.
- Introduce: Execute your launch with agility and responsiveness to customer interactions.
Marketing/Advertising Agency Relationship Services
- Agency selection and evaluation: Proven consulting services to ensure alignment with your operating model.
- Agency compensation and contracts: Transparent, structured relationships for long-term consistency.
- Organizational alignment: Review your management consulting structure for optimal performance.
- Media auditing: Ensure your spend supports the end-to-end customer journey.
Capabilities
- Primary and secondary market research (B2B and B2C)
- Customer experience management
- Strategic planning with integrated cx consulting methodologies
- Digital marketing strategy and execution: Including SEO, content, paid media planning, and performance tracking integrated with your CX strategy
- Go-to-market strategy and execution
- Digital transformation consulting
- Brand and experience design
- Workshop facilitation and innovation sprints
- Strategic communications: white papers, case studies, collateral, and presentations
- Partner-enabled delivery of artificial intelligence tools for voice-of-customer analysis
Client Experience
We’ve helped leading companies across financial services, retail, media, healthcare, and technology navigate transformation, improve employee experience, and boost profitability through high-impact cx initiatives:
- Lowe’s Home Improvement
- IBM
- Toyota
- Edward Jones
- Meredith Corporation
- Sprint
- Blue Shield of California
- Emerson Electric
- GE Capital
- US Bank (formerly Mercantile Bank)
Industry Expertise
- Financial services
- Retail & ecommerce
- Banking and financial services
- Healthcare and insurance
- Technology and telecommunications
- Media and publishing
- Real estate and investment
- Industrial services
Let’s talk about how Gurley Marketing Group can help you optimize customer interactions and create exceptional customer experiences that drive measurable growth.
