We're a New York City-based company that believes in improving business by improving the experience. We believe that customer experience is a strategic issue that deserves a strategic level of attention. We believe that the customer experience is best understood by listening to customers. We believe in building consensus and measuring results. We believe in simple, low-tech, common-sense methods. We believe in clarity, honesty, integrity, and long-term thinking.
Our unique method combines business analysis with one-on-one customer research (in the form of "listening labs") to create a customer experience strategy that points the way toward better results. Our method combines elements of market research, strategic analysis, usability, ethnography - and plenty of common sense.
Creative Good was the world's first customer experience consulting firm when Mark Hurst founded it in 1997. Since then, Creative Good has improved the customer experience - and measured improvements in key business metrics - for hundreds of companies, from Fortune 200 enterprises to dotcom startups.
Intrigued? Contact us and we'll talk.
We also run the Councils, a peer network of over 400 executives who are committed to helping each other with customer experience, strategy, vendor selection, and other key issues. Phil Terry, Creative Good CEO, founded the Councils in 2003.
See more information on our consulting and our Councils.
Resources
For more exploration of customer experience, try...
- Joining Strategy and Usability: Our whitepaper on the strategic practice of improving customer experience.
- The Good Experience email newsletter: Mark Hurst's weekly roundup of experience-related thinking and pointers.
- Good Experience Resources: A large collection of Mark Hurst's customer experience-related writing.
- Gel Videos: Videos of great talks from the Gel conference.
- A Reading Odyssey: Phil Terry's community of executives and other thinkers, reading and discussing the classics.
- Slow Art Day: An annual meetup at museums around the world, organized by Phil Terry.