Build customer relationships that deliver results
Customer Experience
Impact through insight
From insight to impact: our CX approach
At Follo, we work according to one belief: impact starts with insight. With our data-driven approach, we map customer behavior, intention, and experience with precision. From here, we build solutions that lead to a frictionless customer journey, better performance, and higher customer satisfaction.
Our approach combines strategy, creativity, and technology. We do not believe in standard solutions. Every brand, every customer, and every journey requires customization. That's why we build CX trajectories that fit your brand ambition — scalable, measurable, and future-proof.
Why invest in CX?
- 66% of marketers primarily compete based on customer experience
- 27% of organizations have already strengthened their CX approach
- Personalization, automation, and omnichannel are the key trends for 2025
Sources: Gartner, KPMG, CX Network
At Follo, we translate these trends into concrete improvements in your marketing performance. Think of higher conversion rates, rising NPS scores, more repeat purchases, and lower customer churn rates.
Our CX approach
From insight to loyalty
At Follo, we work with entry-level products, strategic trajectories, and support contracts. It's all about gathering the right data, building insight, and step-by-step improving every phase of the customer journey.
- Start with audits: such as a landing page audit, CX maturity scan, usability test, or WCAG analysis
- Optimize through projects: A/B test plans, personalization pilots, journey mapping sessions
Scalable impact through service contracts: with automation flows, segmentation rollout, and CX dashboarding
CRO: every click matters
On our page about CRO, you can read how we identify and solve conversion bottlenecks with A/B testing, checkout optimization, and expert reviews. We build hypotheses based on data, test with impact, and substantiate everything with business cases that demonstrate returns.
Data-driven personalization: relevance in every channel
On the CX personalization page, discover how we use customer data for hyper-personalized content, product recommendations, and dynamic landing pages. We build audiences, develop use cases, and implement everything through automation or real-time tooling.
Marketing automation: smart and scalable
With our expertise in email marketing & automation, we create personalized customer flows, from onboarding to win-back. Think of time- and event-triggered campaigns, cart abandonment emails, CLTV optimization, and campaigns like Black Friday.
UX design & usability: building intuitive journeys
Our UX specialists translate customer behavior into smart, accessible designs. Through interviews, lab research, and analyses, we improve every click in the customer journey. Our WCAG audits and biometric tests make this tangible and measurable.
Journey mapping: the customer journey as a roadmap
In interactive sessions, we visualize the entire customer journey. We identify touchpoints, pain points, and opportunities. From these insights, we build concrete optimizations. Journey mapping forms the basis for personalization, content strategy, and automation.
CX with Follo means:
Data-driven growth and results
- Data first: From GA4 to our own FolloEngine: everything we do is substantiated
- Business cases central: No CX for CX's sake, but for growth, margin, and customer value
- Integrated with SEO/SEA: CX as an extension of search, campaigns, and owned media
- Tooling and partnerships: including with Medallia, Tweakwise, SEINO, Deployteq, and Spotler
- Always an entry solution: audits, scans, and pilots as a starting point for growth
Use of the Follo usability lab for live user research
Always focused on results, loyalty, and growth
