customer experience audit *

customer experience audit *

say hello to Retention, Loyalty & happy customers

Your customer experience (CX) is your competitive edge—or your biggest blind spot. A poor experience silently erodes trust, increases churn, and limits growth. At Pivot & Profit, we take a deep, investigative approach to mapping your end-to-end customer journey, uncovering hidden friction points, and designing scalable, high-retention experiences that turn customers into loyal advocates.

Our CX audit doesn’t stop at analysis—we provide actionable insights, hands-on training, and immersive workshops to optimize every touchpoint, streamline customer interactions, and create a frictionless, high-converting experience.

🛠 Customer Experience Assessment: Understanding Every Touchpoint

  • End-to-End Journey Mapping – Evaluate every interaction from awareness to post-purchase support to identify friction, gaps, and areas for enhancement.

  • Customer Pain Point Investigation – Pinpoint where customers are getting frustrated, disengaging, or churning due to poor service, inefficiencies, or misalignment with expectations.

  • Retention & Loyalty Risk Analysis – Identify why customers leave, what makes them stay, and how to increase lifetime value through improved engagement.

  • Customer Sentiment & Feedback Review – Aggregate data from reviews, support tickets, surveys, and social media to uncover real customer concerns and satisfaction drivers.

  • Cross-Team Customer Experience Flow Audit – Assess how sales, support, product, and marketing teams contribute to—or hinder—the customer experience.

🚀 CX Optimization: From Product to Customer Loyalty

🔹 Product & UX/UI Experience Deep Dive

  • Analyze product usability, navigation, and accessibility to detect roadblocks preventing conversion and retention.

  • Audit mobile vs. desktop experience to ensure a frictionless journey across all platforms.

  • Test onboarding flows and customer activation to identify gaps that reduce engagement and lead to early churn.

  • Evaluate self-service options & customer support UX to improve issue resolution efficiency and satisfaction.

🔹 Conducting Customer Focus Groups, Surveys & Interviews

  • Direct customer engagement through focus groups to uncover unspoken frustrations, expectations, and feature gaps.

  • Targeted customer surveys to collect structured feedback on product experience, service quality, and brand perception.

  • In-depth customer interviews to analyze psychological drivers, pain points, and behavioral trends that influence decision-making.

  • Competitor experience benchmarking to see where you stand in the market and how to differentiate.

🔹 Providing Data-Driven CX & Revenue Growth Recommendations

  • Acquisition Strategy Improvements – Optimize marketing messaging, branding, and first-touch interactions to attract high-retention customers.

  • Conversion Optimization – Identify and fix drop-off points in the funnel, refine pricing models, and improve checkout/transaction flows.

  • Brand Perception & Customer Trust Enhancement – Ensure your brand messaging, values, and experience resonate deeply with your target audience.

  • Retention & Loyalty Playbook – Develop personalization strategies, loyalty incentives, and proactive engagement models that drive repeat business.

  • Customer Success & Support Optimization – Improve response times, knowledge base effectiveness, and escalation handling for higher satisfaction.