Auxo builds winning customer experiences and capabilities at scale to accelerate growth.
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By knowing your customers’ motivations and needs so well, a brand can lean Into the moments that matter the most while deprioritizing others that do not, thereby shifting effort and resources into what truly moves the needle.
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Consumer experience is a powerful acquisition and retention tool when positioned for targeted capture and designed to reward stay behavior within the business flywheel.
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The best way to keep customers in your digital and physical ecosystem is deliver at key moments that matter. But first, you have to know which ones matter most through UX and CX research and the development of customer journeys.
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Develop organizational capabilities and competencies to drive best-in-class CX across all verticals, not just in marketing and operations.
We help your business thrive,
by cultivating key customer metrics indicative of solid business growth and brand health.
Reduce Effort & Cost
Reducing customer friction and customer effort at critical points in the journey can turn negative moments into positive ones and also reduce costs through efficiencies in the experience.
Increase CSAT
Delighting at ‘Moments that Matter’ can turn even the most passive customer into a satisfied brand ambassador. By knowing what moments matter, you can simplify initatives across the organization.
Drive Profit
Happy customers come back for more because they remember how you made them feel, making that one less new customer you have acquire.
Reduce Customer Churn
Turn every customer into an MVP for your brand and watch your cost of acquisition fall when they stay with you for the long haul.
Auxo was the Greek goddess who inspired potential and growth.
At Auxo Brand Growth, we believe there is always more potential when it comes to your customer experience. It is a valuable brand asset, just waiting to be cultivated with the right tools and inspiration.
“Whatever you do, do it well.
Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.”
— Walt Disney
Bring your brand pyramid to life.
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![In-Clinic service design and blueprinting at Auxo.]()
In-Clinic Patient Experience Design
Walmart Health & Walmart Vision Center
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![Digital Product Experiences at Auxo]()
Digital Product Experiences
Sunglass Hut
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![In-Store Design at Auxo]()
In-Store Experiences
Target Optical
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![Customer Program Design at Auxo]()
Customer Program Design & Launch
Lovesac
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![Service Line creation and positioning at Auxo]()
Service Line Positioning & Launch
Lovesac
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![Associate experience training and satisfaction at Auxo.]()
Associate Service Model & Training
Walmart Vision
*All photography and views are strictly my own unless otherwise indicated. Some examples may be from previous roles.
Customer experience can no longer sit within a single silo, but has to be expertise that the entire C-Suite and executive team possess as drivers of total brand value.
At Auxo, because we have held similar roles, we operate a bit differently than other consultants. We build Customer Experience (CX) leaders alongside deliverables.
We see your team as an extension of ours, meaning we are coach and builder. We are a resource for the team - generating deliverables alongside change management processes and tools that ensure your team sustains the investment long-term.
We believe this is the best and only way to work.
We build Customer Experience leaders.
Customer Experience is no longer just an operations problem and branding does not just fall to the marketers.
Capabilities
Customer-Facing Services, Product Lines, and Programs.
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Create an objective view of the total customer experience end-to-end relative to your competition to prioritize Must-Do vs. Nice to Have.
• Stakeholder Interviews
• Associate Interviews
• Customer Interviews
• Analytics & Research Review
• Competitive Review & Mystery Shop
• Relevant Consumer Trending
• Analysis and Focus Areas, Go-Dos
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Create or retool the experience that brings the brand to life Digitally, Physically & Behaviorally.
• UX/CX/ Research & Optimization
• Digital Strategy & Design
• Service Design & Blueprinting
• Customer Journeys
• User Personas
• Experience Mandates, Principles, Metrics
• Associate Sales & Service Model
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Research and align cross functionally on target customer and ideal experience(s) to coordinate cross-channel efforts and long-term investment.
• Customer & Associate Insights
• Initiative Impact & Effort Assessment
• Capabilities & Systems Review
• Customer Experience Vision
• Multi-year Initiative Roadmap
• Budgeting & Business Cases
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Activate the experience with feedback metrics and tools that guide the path from MVP to at Scale.
• Change Management
• Success Monitoring
• Metrics & Measurement Systems
• Soft Launch > Hard Launch, Pilot>Scale
• Associate Training
• Playbook for Scale
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Memberships, Subscriptions, Loyalty - Drive greater demand through a new or retooled program design with Audience Features & Benefits for maximum reach.
• Customer & Associate Insights
• Offering Target & Positioning
• Customer Validated Features & Benefits
• Communication Strategy & GTM Messaging
• Mandates & Guidelines for Go-To-Market
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Size demand potential in direct and adjacent categories while identifying future growth levers and strategies to win with budgets to build into annual planning cycles.
• Demand Landscape
• Trend Forecasting
• Growth Opportunities
• Winning Strategy Cascade
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Uplevel Cross-Functional Teams with the skills and capabilities to be Customer Experience ambassadors for the brand.
• KPI Design for Customer Experience
• Capability & Competency Analysis
• Skill Building & Workshops
• Process Design & Implementation
• Team Working Agreements
Melissa Day
CXO, Mary Poppins of Brand Experience
Not a title she has given herself but rather one that has been given to her by clients describing Melissa’s magic touch. With over twenty years of experience in retail and consumers, Melissa is truly an expert at transforming brand experiences to deliver the highest value to the business. It’s pure magic for your brand.
Beginning her career agency side as a brand strategist, she has since held senior leadership roles in Customer Experience at Lovesac, Walmart, Walmart Health, and Luxottica.
Having been on the inside of the business, Melissa is one part coach and one part ‘roll up her sleeves,’ generating results alongside tools, processes and capabilities to enable team development and long-term success.
Many of her programs enjoyed significant boosts in sales and NPS, with her Walmart experience now rolling to 3000 locations and online nationwide.
She has trained at the Disney Institute in Exceptional Service and directly incorporates many of these principles now as a consultant for b2c and b2b2c brands, creating stand-out branded experiences that deliver while they delight.
“Everything is possible, even the impossible.”
“Melissa is a remarkable change agent. Her passion for research, technology and branding fuels the changes.
Her inventions have meaning driven by data and insights. She is very clear.
Innovation must mean something to both the customer and the business.”
-Bink Zengel, Retail & Healthcare Design Leader, (Former VP Brand Experience Innovation Marketing - Luxottica)
“Melissa draws on a deep understanding of the human experience to create seamless customer journeys between physical and digital spaces.
Her strong focus on the human experience also helped us develop the right integrations with technology that created a great digital experience even in physical spaces.
Through Melissa's leadership of the Vision Center 2.0 initiative at Walmart, we saw over 20% comp growth at the reimagined vision centers, and were able to create physical environments that were updated, modern and yet incredibly "Walmart". Melissa is an incredible asset to any company.”
-Mony Iyer, President - Banfield Pet Hospital, (Former VP Specialty Healthcare Walmart).
