Customer Experience
Customer experience is no longer just a differentiator—it’s a core driver of growth, loyalty, and brand value. At Stonehill, we help organizations design, measure, and optimize customer experiences that consistently exceed expectations and deliver measurable impact.
Our Customer Experience practice combines human-centered design with data-driven insight to enhance every touchpoint across the customer journey. From acquisition to advocacy, we turn customer interactions into strategic assets that boost satisfaction, increase Net Promoter Scores (NPS), and improve Customer Satisfaction (CSAT) scores.
Experience Strategy & Design - We define what great looks like for your brand and your customers. Our team crafts end-to-end experience strategies that align customer needs with business goals—ensuring every interaction reflects your values and strengthens your competitive edge.
Customer Journey Mapping - Using a combination of stakeholder interviews, customer research, and behavioral data, we map the entire customer lifecycle. Our journey maps reveal critical touchpoints, moments of friction, and opportunities to create value and delight.
NPS & CSAT Program Development - We design and manage feedback programs that go beyond scorekeeping. Our NPS and CSAT systems provide real-time insight into customer sentiment, helping you identify root causes, track trends, and act on what matters most to your audience.
Voice of Customer (VoC) Analytics - Stonehill captures and analyzes qualitative and quantitative feedback to surface hidden insights. We turn customer comments, survey data, and service interactions into actionable intelligence that drives experience innovation and service design.
CX Audits / Secret Shopper - Understanding the customer’s real experience is invaluable for identifying strengths and improvement areas. Stonehill’s Service Audits and Secret Shopper Programs offer a genuine perspective on your customer interactions, providing insights into service quality, staff behavior, and process effectiveness. These assessments help you fine-tune your approach, ensuring consistent and positive experiences that align with your brand.
Create Moments That Matter
Stonehill delivers more than just good experiences—we create experiences that build advocacy, reduce friction, and fuel business performance. With our help, your organization can listen better, respond faster, and lead with empathy.
Let’s turn experience into advantage. Partner with Stonehill to elevate your customer experience and transform feedback into growth.
Connect with Stonehill to transform your business
Download our free printable Guide to Design Thinking!
Design Thinking is one of the most valuable problem-solving methodologies an organization can adopt. The Stonehill team created the most simple and effective guide to arriving at human-centric business solutions, all based on our proven-to-work everyday Design Thinking practices.
This guide features different canvases with tutorials that walk you through the Design Thinking process in the most practical way. Fill out the form to immediately access Stonehill’s simple guide to Design Thinking and begin your team’s journey to empathetic problem-solving!
Learn more about Design Thinking: Stonehill’s guiding methodology.
