What -> Why -> Wow and ... W.O.M. !

What.. Service Innovation!
We provide a solid base for an effective Customer Experience Management trough our methodology called C I M ®. The C I M ® methodology embraces Branding and Service Design to delivery a Human-Centric Brand interaction framework in which the main purpose is to build up an empathetic relationship between Consumers and Brand.
Founded in 2007, Design Loyalty is the Brazil's pioneer Service Design consultancy office.

Why....
When we talk about "Customer Experience" we are in fact talking about the customer experience in all interactions with the Brand.
These channels of interaction transcends the basic channels of a CRM and are also not limited to the physical touch points we are all used to know about.Without a proper strategy to align these channels with the Brand promisses and consumers values it is impossible to promote great experiences.

In the Experience Age each of these interaction channels must to communicate eficiently your Brand Promisse including "What Does it stands for", in a congruently and inspiring way. These are the main goals of C I M ®:

How can we help you WOW your customers?
We use Design Research methods in order to dig deep into customers minds and find out hidden opportunities to leverage the interactions to an inspirational level. Here are some examples of design research methodologies we use:

Context Mapping
We are the only Brazil Service Design company associated with Zilver Innovation in the "7 days in my life" context mapping online tool. Get more info here:


Etnographic-like observational and other behaviorial studies.

NPS - Net Promoter Score ®

The processes of discovery involves more tools and activities than those described above. These are some examples of items in our toolbox. For more information on how we can help you delight your customers and really Innovate, please contact us.