Since 1997 our team of experienced consultants has created measurable improvement for our clients with our Customers Included® projects, combining strategy and customer experience. Around the world our team runs listening labs, uncovers key customer insights, develops strategy, builds consensus, and helps our clients improve their businesses by improving the customer experience.

Our Creative Good team is the best in the business at:

• Getting the right insights from the right customers
• Creating strategy – and the consensus on that strategy – so that you can launch (or relaunch) quickly and well

We offer two main types of consulting projects:

Customer Experience Strategy

Client need: Get help developing or redesigning the customer experience and strategy for a product, service, app, website, or an omni-channel experience

Duration: 8 or more weeks

Phases of work typically include:

  • Financial, strategic, organizational, and data analysis
  • Listening labs (Creative Good’s unique method for customer research – see our new book)
  • Strategy for a new or redesigned customer experience
  • Prototypes (i.e. digital wireframes, customer communication templates, call center scripts, training programs, etc.)
  • More information: Read the introduction and first chapter online (or order the whole book) of Customers Included, our new book, which details our philosophy honed over 15 years of work and 400+ client projects.

Listening Labs

Client need: Get quick and actionable insight into your customer experience

Duration: 4 or more weeks


  • Brief business assessment (in the form of a client questionnaire)
  • Listening labs
  • Analysis and initial recommendations
  • No strategy or wireframes
  • More information: see our book.

Additional services

The projects above can be combined with the following services:

  • Training (we can train your team on listening labs, customer experience strategy or anything else we do)
  • Journey maps
  • Service design
  • Information architecture
  • Personas
  • Eye-tracking
  • Card sorting
  • Bit literacy and team productivity


Creative Good has worked across more than 30 industries. See our client list to get a sense of the hundreds of companies we have worked with in our 15+ years.

Our projects are flexible, depending on your needs. Contact us to schedule a call with one of our consultants.