Customer Experience Strategy

Create an experience people want to come back to.

Your brand looks good. Your customer experience should feel just as good. We uncover the gaps across your customer journey and help you create an experience that feels intentional from first impression to return.

Book an Experience Audit
Decorative balcony with a white sign reading 'White Fox Swim', a black surfboard with the white logo, hanging black and white spherical lanterns, lush green plants, and pink flowers on a brick wall background.
A decorated outdoor event space with a long dining table set with arrangements and chairs, adorned with a ceiling of yellow balloons and an indoor garden visible through large glass windows.

Your brand can look beautiful and still leave something to be desired.

You’ve invested in the branding, the space, the service, the details. From the outside, everything looks the part.

But what your customers experience is bigger than what they see.

It’s how easy it is to book. How they’re greeted when they arrive. How your team communicates. What happens when something goes wrong. How they feel when they leave. And whether the entire experience gives them a reason to return.

Those small moments shape how people remember your brand. Muse & Ember helps you find the gaps between how you want your experience to feel and what your customers are actually experiencing.

Experience behind brands you know...

TikTok • Netflix • Hulu • Four Seasons • Hilton

Michael Kors • Benefit Cosmetics • Verizon • AT&T

Fashion Nova • McDonald’s • YouTube

Woman sitting on a stool against a white backdrop, wearing a white wide-brimmed hat and white outfit with white high-heeled sandals.

Every interaction is shaping what your customer believes about your brand.

THE EXPERIENCE IS THE BRAND

Customer experience isn’t one moment. It’s the accumulation of every touchpoint someone has with your business, from the first thing they hear about you to what happens long after they’ve paid.

Your website, inquiry process, communication, physical environment, team, service, payment, handoffs and follow-up are all telling your customer something about who you are.

THE DETAILS ARE WHAT THEY REMEMBER

Most experience gaps aren’t dramatic. They’re the small moments customers have to wait, wonder, search, ask or figure out what to do next.

Individually, they can feel insignificant. Together, they determine whether an experience feels thoughtful or frustrating, premium or disconnected, and ultimately whether someone wants to come back.

  • 1200+

    Activations & Programs

  • 12+

    Years of Experience

  • 10+

    Industries Served

  • National

    Experience Across Markets

START HERE

You don’t have to guess where the experience is falling short.

  • Person in a white sweater writing in an open notebook at a white table, with sunlight casting shadows.

    The Experience Audit

    See your business through your customer’s eyes. We uncover the gaps and friction points shaping their experience and show you where to improve.

    YOU’LL RECEIVE:

    ✓ Customer journey evaluation
    ✓ Experience scorecard
    ✓ Key gaps + friction points
    ✓ Prioritized recommendations
    ✓ Final audit report + action plan

    Explore the Audit 
testimonials

“People may come for what you offer, but the experience is what determines whether they come back.”

DEANDRA CRISMON
Founder, Muse & Ember

  • Smiling woman with braids sitting at a table in a decorated living room.

    “The consultation gave me more clarity and encouragement to make the changes necessary for my business’s success.”

    DeAndra’s thought-provoking questions helped me understand what I wanted to achieve and gave me actionable steps for success.

    ★ ★ ★ ★ ★ - Olivia, Evelyn Events

  • A woman dressed in black business attire sitting on a medical examination chair, holding a telephone receiver to her ear and smiling, with her legs crossed, against a plain white background.

    “She elevated every detail to feel more intentional, compelling, and aligned with the audience we serve today.”

    DeAndra approached the project with a deep understanding of brand strategy, took full creative direction, and made the experience feel effortless on my end.

    ★ ★ ★ ★ ★ - Rilee, The Works Collective

  • Close-up portrait of a smiling woman with wavy brown hair, light skin, and green eyes, wearing a teal sleeveless top.

    “She is a generous teacher, inspiring entrepreneur, creative genius, and just a truly wonderful human.”

    DeAndra helped us launch a new offering, trained our team, and empowered them to bring their own unique style and confidence to the experience.

    ★ ★ ★ ★ ★ - Krystal, Violet Cactus Venue

The Process

A fresh perspective. A clear path forward.

  • 01 /

    We Experience It

    We step into your customer’s shoes and look at your business as they experience it, not just how it was designed.

  • 02 /

    We Find The Gaps

    We identify the friction, inconsistencies and missed opportunities that may be affecting how your experience feels.

  • 03 /

    You Know What To Do Next

    You walk away knowing what’s working, what needs attention and where to focus first.

SELECTED EXPERIENCE

Experience isn’t something we just talk about. It’s something we’ve spent years creating.

  • Pink food truck decorated with balloons and bags, parked in front of a building with a sign that reads "Ventures Beyond". The truck has "White Fox" branding.

    White Fox Swim Brand Activation

  • A group of women in matching pink pajamas celebrating a birthday in an outdoor garden. They are holding balloons, including large rose gold number balloons '1', '3', and '2'. There is a white umbrella, greenery, and a table with food and drinks.

    T3 Wellness Experience

  • Panel of women seated on couches at Creator Day event in New York, with a backdrop of pink balloons and the logo of ippy.

    Ipsy Creator Day

  • Group of seven young women in pastel pajamas taking a photo together at an outdoor garden party with pink, purple, and blue balloons and flowers.

    Pink Palm Puff Influencer Experience

A woman in a white suit sitting on a brown sofa in a bright, modern room with large windows and wooden flooring. 
BEHIND MUSE & EMBER

I’ve spent the last 12 years creating experiences people remember.

From intimate gatherings to large-scale brand activations, I’ve spent my career thinking about how people move through a space, what catches their attention, what creates friction and, most importantly, how an experience makes them feel.

After working across 1,200+ activations and programs, I realized the same thinking that makes an incredible live experience applies to every customer touchpoint.

That’s why I created Muse & Ember.

Today, I help brands step outside of their business and see it through the eyes of the people they serve, uncovering the small details, missed moments and opportunities that can turn a good experience into one people want to return to.

DeAndra Crismon
Founder + Experience Strategist

Interior of a modern hotel or office lounge with two round maroon chairs, a small side table, a glass wall with a bar behind it displaying bottles, and a wooden ceiling with small, warm lights.
Interior of a modern hotel or office lounge with two round maroon chairs, a small side table, a glass wall with a bar behind it displaying bottles, and a wooden ceiling with small, warm lights.

  • We look at your customer journey from discovery through post-purchase, including the touchpoints, communication, processes and moments that shape how someone experiences your brand. The exact areas reviewed will depend on your business and how customers interact with you.

  • The audit is designed for established businesses that already have a customer journey in place but know there are opportunities to make it stronger. It’s especially valuable if your brand looks great, but the experience behind it doesn’t feel as intentional or consistent as you’d like.

  • You’ll leave with a clear understanding of what’s working, where customers may be experiencing friction and what to prioritize next. If you need additional support implementing or developing the strategy further, we can discuss the right next step after your audit.

  • Yes. The Experience Audit is designed to show you what needs attention and what to prioritize first. If you have an internal team or existing partners, they can use the recommendations to move forward.

    If you’d rather have support bringing those recommendations to life, Muse & Ember can also help coordinate implementation with trusted creative and operational specialists based on what your business needs.

    Implementation support is scoped separately from the Experience Audit.

A few things you might be wondering.