Radical Customer Experience
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AI-driven platform connecting brands and customers on a profound level.
Radical Customer Experience Product Information
Radical Customer Experience™ – The Rx Platform™ is a consulting and advisory service focused on turning brand interactions with customers into proactive, transparent, and authentic experiences. It helps brands navigate the challenges of modern culture, including fear of cancellation and the pressure to address social issues, by turning insights into actionable outcomes that minimize risk and optimize customer-centric growth.
Overview
The Rx Platform™ positions brands to move beyond reactive crisis management to a proactive, customer-centric stance. It emphasizes authentic engagement, risk mitigation, and the ability to preserve brand narratives in a rapidly shifting social landscape. The offering centers on predicting potential PR crises, assessing brand vulnerability, and delivering strategies that align with empathetic, honest, and culturally relevant investments.
The Word on Record
Our proprietary research highlights:
- Consumers believe brands often ignore the ugly side of customer interactions and expect advocacy rather than mere convenience.
- Consumers want brands to champion causes and genuinely support their values.
- Negative experiences leave customers feeling betrayed, frustrated, and skeptical; cynical marketing that exploits crises is a major no-go.
- Authenticity matters across generations; over 60% of consumers expect brands to stand up for social issues. A PR misstep can threaten loyalty and market position.
— Kat Kennan, CEO & Founder
Our Framework
Our work is grounded in a proprietary Methodology built on three core tenets: Empathy, Honesty, and Authentic Investment.
- Empathy – Empowering Viewpoints
- Move beyond lip service to deep, human-level connections. Understand your audience to drive meaningful decisions.
- Honesty – Admitting Imperfections
- Be transparent about flaws and mistakes to foster trust and collaboration.
- Authentic Investment – Embracing Cultural Relevance
- Embed values into every facet of the brand, avoiding token gestures and outdated campaigns.
This framework guides all client engagements, ensuring strategies are culturally relevant and genuinely aligned with customer values.
How It Works
- Assessment & Insight: Evaluate brand interactions and potential vulnerability points using the proprietary methodology.
- Strategy & Alignment: Develop actionable plans that weave empathy, honesty, and authentic investment into messaging, product decisions, and crisis readiness.
- Execution & Monitoring: Implement risk-mitigated initiatives with ongoing monitoring to prevent or address crises before they escalate.
- Measurement & Learning: Track outcomes, iterate based on feedback, and continuously refine the brand’s customer-centric stance.
The Rx Platform™ helps organizations maintain control of their narrative while staying responsive to real customer needs and social dynamics.
Key Offerings
- Proactive PR Crisis Prediction and Mitigation
- Brand Vulnerability Assessment
- Customer-centric Strategy Development
- Authentic Investment Framework Application
- Empathy-driven storytelling and crisis-ready messaging
- Cultural relevance and social issues alignment
- Actionable playbooks and scalable solutions for organizations of varying sizes
How to Engage
- Learn more about The Rx Platform™ and RCX capabilities.
- Join the Consulting Waitlist to explore customized engagements and pilot programs.
Safety and Ethical Considerations
- Emphasizes authentic engagement and prohibits performative or manipulative practices.
- Focuses on honesty and transparency as foundational principles in all client work.
Core Features
- Proactive PR crisis prediction and risk assessment
- Brand vulnerability analysis and actionable remediation plans
- Empathy, Honesty, and Authentic Investment as central tenets
- Customer-centric strategy development aligned with cultural relevance
- Predictive insights to guide messaging, product decisions, and crisis readiness
- Ongoing monitoring, measurement, and iteration for continuous improvement
- RCX proprietary methodology driving authentic brand relationships