Elevating Every Customer Interaction
Transform your customer experience into your biggest business advantage.
Customer Experience (CX) Services
Customer Journey Mapping & Persona Development
We help you visualize your customer’s entire experience — from first impression to post-purchase engagement — by mapping every touchpoint, interaction, and decision along the way. Our team develops detailed, research-based customer personas that capture individual preferences, motivations, frustrations, and expectations. These personas become invaluable tools for tailoring your marketing, service delivery, and product development to meet customer needs more precisely.
Feedback System Design & Analysis
Customer feedback is one of the most powerful resources a business can access — when it’s collected and applied effectively. We design comprehensive feedback systems that capture actionable insights at every stage of the customer lifecycle. Through surveys, review management, and satisfaction scoring tools, we help you gather reliable data on customer sentiment. Our team then analyzes this feedback, identifying patterns, strengths, and areas for improvement that inform ongoing CX strategy.
Customer Touchpoint Optimization
Every interaction your customer has with your business matters. We identify, evaluate, and optimize critical customer touchpoints across digital platforms, in-person experiences, customer service channels, and post-purchase follow-ups. By refining these high-impact moments, we help you create consistent, seamless, and positive experiences that strengthen loyalty, boost customer satisfaction, and improve overall brand perception.
CX Strategy Implementation
Voice of the Customer (VoC) Program Development
Voice of the Customer (VoC) Program Development
Insights and plans are only valuable if executed effectively. Our team translates research findings and strategic recommendations into clear, actionable implementation roadmaps. We help businesses roll out new customer experience initiatives, train internal teams, measure impact, and make continuous improvements. From pilot programs to full-scale CX transformations, we ensure strategies are practical, scalable, and measurable.
Voice of the Customer (VoC) Program Development
Voice of the Customer (VoC) Program Development
Voice of the Customer (VoC) Program Development
A structured Voice of the Customer (VoC) program is essential for organizations that want to stay aligned with customer expectations. We design and implement VoC initiatives that gather ongoing customer input through multiple channels — surveys, social listening, NPS tracking, and in-app feedback tools. These programs provide a continuous stream of real-time customer insight, driving smarter decision-making across your business.
Loyalty & Retention Strategy Consulting
Voice of the Customer (VoC) Program Development
CX Metrics, KPI Development & Performance Reporting
Acquiring new customers is important, but retaining and growing existing relationships is where sustainable profitability thrives. We develop loyalty and retention strategies tailored to your customer base and business model. From loyalty program design to re-engagement campaigns and personalized retention tactics, our strategies help you build long-term, high-value relationships with your customers.
CX Metrics, KPI Development & Performance Reporting
CX Metrics, KPI Development & Performance Reporting
CX Metrics, KPI Development & Performance Reporting
To manage and improve customer experience effectively, you need to measure it. We identify the most relevant CX metrics for your business — including customer satisfaction (CSAT), Net Promoter Score (NPS), customer effort score (CES), and retention rates — and design custom reporting dashboards. These tools allow your team to track performance, spot trends, and make informed adjustments in real time.
Omnichannel Experience Strategy
CX Metrics, KPI Development & Performance Reporting
Customer Experience Training & Workshops
Today’s customers engage with businesses through multiple channels — websites, mobile apps, social media, email, in-store visits, and customer service lines. We help you create seamless, consistent omnichannel experiences that make interactions feel connected, personalized, and effortless, no matter where or how a customer chooses to engage with your brand.
Customer Experience Training & Workshops
CX Metrics, KPI Development & Performance Reporting
Customer Experience Training & Workshops
An exceptional customer experience starts with an empowered, customer-focused team. We offer training sessions and interactive workshops for leadership teams, customer-facing staff, and support departments. These programs cover CX best practices, empathy in customer service, complaint resolution, and practical tools for delivering exceptional experiences in every customer interaction.
Consultative, High-Engagement Approach
At Indiana Marketing Solutions, our CX experts don’t work in silos — we actively partner with your leadership, operations, and front-line teams to ensure every strategy is grounded in real operational capabilities and aligned with your business goals. This high-engagement, hands-on consulting model ensures that customer experience initiatives aren’t just theoretical recommendations, but practical, scalable, and measurable solutions that deliver meaningful business results.
Let’s transform your customer experience into your greatest competitive advantage.
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