Customer Experience
At Performance by Design, we believe customer experience isn’t a nice-to-have. It’s the core of sustainable performance.
We design experiences that delight, not disappoint. Because in today’s world, every smooth, thoughtful interaction builds trust, drives loyalty, and turns customers into advocates. A poor one? It costs you revenue, reputation, and repeat business.
In today’s business environment, if you’re not going above and beyond, you’re not going at all. Experience isn’t just part of your business, it is your business.
Our 7-Stage Customer Experience Process
Every organisation is at a different point in their customer experience journey. That’s why our framework is designed to work as a complete system or as individual components.
Whether you want to better understand your customers, map today’s experience, design tomorrow’s, or embed the values and behaviours that make it real, our process provides practical tools you can apply right away.
Board, Exec or Leader
Customer Personas
Understand who your customers really are, their needs, motivations, and expectations.
Current State Journey Mapping
See the experience as it is today, through your customers’ eyes.
Emotional Response Mapping
Identify the feelings that drive loyalty, advocacy, and long-term value.
Future State Journey Mapping
Redesign the journey to show how it should look and feel.
Interdependencies & Requirements
Pinpoint what needs to align across people, systems, and processes to make it work.
CX Values and Behaviours
Define the values and behaviours that bring the future state to life every day.
CX Capability
Equip your people with the skills and behaviours to deliver exceptional experiences.
The result? A customer experience that’s intentional, consistent, and designed to deliver growth.
Andrew Pryce, Director - Rogers & Co
"We recently engaged Performance by Design to facilitate and lead our conference focused on strategy and customer experience. Their expertise guided us in consolidating a clear and actionable customer experience plan, complete with a structured feedback loop for ongoing improvement.
The session was exceptionally well received by all staff, both for the quality of the content and the style of facilitation. Kathryn and Vaughan were interactive, engaging, and created an environment where our team felt involved and inspired.
I would highly recommend PBD to any business looking to embark on a customer experience journey or even to gain a better understanding of what such a journey could look like."
Our approach is tailored to suit your needs. If you're interested in how we could help you design and embed an exceptional experience, we'd love to have a conversation.
Get in touch for a no-obligation chat — we’re always happy to explore what’s possible.