Customer Experience (CX) Services
Every engagement we take on starts with one question: where is the gap between what your brand promises and what your guest actually feels? What we do next depends on where that gap lives, and how deep it runs.
Who This Is For
Our work is designed for lifestyle hospitality, wellness, fitness, and beauty brands:
boutique hotels, fitness studios, spas, grooming brands, cultural experience venues,
that are founder-led or director-led, with a real brand identity and a guest experience that hasn't caught up to it yet.
If you're preparing for a second location, heading into an investor conversation, watching a competitor generate the kind of loyalty you can't replicate, or simply tired of reviews that say "beautiful but...",
you're in the right place.
Our Service Offers
Scroll through our signature service offers to learn more.
Scoped to engagement; most Design Sprints follow a completed CX Audit.
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Cultural Experience Audit
(Entry Offer)
Where most Routed engagements begin the journey.
A structured 2-3 week audit of the gap between what your brand promises and what guests actually feel. We map every touchpoint, surface where the disconnect lives, and give you a prioritized roadmap for what to fix and in what order.
You walk away with:
A diagnostic findings report
A CX priority roadmap
Clarity on exactly where the experience is breaking down, & what it will take to close it
Right fit if: You've never formally mapped your guest journey, you're experiencing the "beautiful but..." review pattern, or you want a clear starting point before committing to a larger engagement.
Timeline: 2-3 weeks
Investment: Starting at $5,000 and scoped to engagement.
Can be paired with the CX Translation Experience Workshop as a team activation add-on.
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Guest & Member Experience Design Sprint
(Core Offer)
For brands ready to design the experience, not just diagnose it.
A 4-6 week engagement to design the deliberate guest journey your brand has been building toward. We work from first touchpoint through post-visit follow-through, producing signature experience moments, service design standards, and a CX playbook your team can own and execute without us. This is where vision becomes something a guest can actually feel.
You walk away with:
A full CX journey map
Signature experience design
Brand touchpoint standards
Service delivery playbook & implementation guide built for your team specifically
Right fit if: You've already identified the gap (or completed a Diagnostic) and are ready to design the experience from the ground up, or rebuild one that was assembled rather than intentionally created.
Timeline: 4-6 weeks
Investment: Scoped to engagement; most Design Sprints follow a completed Audit
Can be paired with the CX Translation Workshop to activate the new standards with your team on day one.
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Wellness & Cultural Experience Design Sprint
(Specialty Offer)
For brands where the experience must carry cultural weight, not just aesthetic appeal.
A specialty engagement for brands where guest experience has to reflect the community it was built for, not just the brand identity. This goes deeper than a standard CX audit. We work through sensory journey mapping, cultural resonance assessment, and signature ritual design to ensure the experience is as specific, intentional, and culturally alive as the brand vision behind it.
You walk away with:
A cultural resonance audit
Sensory journey map
Signature ritual and moment design
CX framework grounded in the specific cultural identity of your brand & community
Right fit if: Your guest or member experience depends on cultural specificity, not just aesthetics. Ritual, belonging, and identity are part of what you're selling, and the experience needs to reflect the actual community you serve at every touchpoint.
Timeline: 3-6 weeks
Investment: Scoped to engagement; most Design Sprints follow a completed Audit
Can be paired with the CX Translation Workshop to bring cultural experience standards to life with your full team.
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Pre-Launch Experience Blueprint
(Pre-Launch Offer)
Get the experience right before your founding members tell you what's wrong.
An offer for brands opening or relaunching in the next 6–12 months, especially those already selling founding or charter memberships. Most CX work is retrospective: diagnose what's broken, fix it. This is prospective: design the experience architecture before day one, so your first member interaction is intentional, not improvised.
You walk away with:
A pre-launch guest journey map
Staff onboarding and behavior guide
Launch milestone CX checklist (30/60/90 days)
Advisory calls at 30 and 90 days post-opening
Right fit if: You're pre-launch or in a major relaunch, selling founding memberships against a service model that hasn't been tested yet, and you want the first 90 days to build trust instead of costing you it.
Timeline: 3–4 weeks
Investment: $8,000–$18,000
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Fractional CX Strategy Advisor
(Retainer Offer)
Senior CX thinking, on your team, without the full-time overhead.
An ongoing monthly advisory relationship for brands that are actively building, rebuilding, or scaling a guest experience program and want a senior strategic partner in their corner. This is not a check-in service. It is ongoing, embedded CX leadership; the thinking your team reaches for before making decisions that affect how guests feel about your brand.
What this looks like in practice:
Monthly strategy sessions, real-time input on CX decisions as they arise, review of guest feedback and experience data, guidance on team training and service standards, and direct access to senior-level thinking without the timeline and cost of a full project engagement.
Right fit if: You have an active CX program and want a strategic partner who understands your brand, your guests, and your industry, or you're building one and need senior guidance without a full-time hire.
Timeline: Monthly ongoing
Investment: Scoped to engagement & access level
Minimum 3-month commitment
Cultural Translation Workshop
A standalone session or add-on to any core engagement.
Sometimes the gap isn't in the strategy; it's in how the strategy reaches the team responsible for delivering it. The Cultural Translation Workshop is a facilitated half-day or full-day session that translates your brand values and CX standards into the observable, practiced behaviors that guests actually experience.
We work directly with your team (GMs, front-of-house staff, studio operators, service leads) to close the distance between what the brand says and what the team does. The result is a team that can articulate and deliver the guest experience, not just describe it.
Format: Half-day (3–4 hrs) or full-day (6–8 hrs) facilitated session
Investment: Half-day ($6,000 - $10,000) or full-day ($10,000 - $16,000)
Scoped to: Team size and format (available in-person or virtual)
Best used as: A standalone activation, a kickoff to a Design Sprint, or a rollout session following a completed Diagnostic or Cultural Experience engagement
How An Engagement Works
Every Routed engagement follows the same four-stage structure, regardless of service. The details change. The standard doesn't.
01: Discovery Call
A focused 20-minute conversation to understand your brand, your current guest experience, and where you believe the gap lives. We assess fit on both sides. If we're the right match, we move to scoping. If we're not, we'll tell you that directly and point you toward what would serve you better.
02: Scoping & Proposal
Based on what we learn in discovery, we build a scope of work tailored to your brand: the specific services, timeline, deliverables, and investment. No standard packages dropped into a template. Scoped to what you actually need.
03: Engagement & Delivery
We work. You are involved at the right moments, not in every meeting. We bring the strategic rigor, the cultural lens, and the experience design expertise. You bring the brand knowledge and the access. Together, we close the gap.
04: Handoff & Next Steps
Every engagement ends with something your team can execute without us. A roadmap. A playbook. A framework built specifically for your brand. We do not deliver inspiration and disappear. We hand off tools and stay available for questions through a defined post-engagement window.
Not sure where to start?
Most brands begin with the CX Audit. It's the fastest way to get a clear picture of where the gap lives and what it will take to close it before committing to a larger engagement.
If you already know what you need, or you want to talk through options, the discovery call is the right next step either way. Twenty minutes. No pitch. Just clarity.