Customer Experience

Customer Experience

It’s all about increasing revenues and diminishing churn by creating enhanced customer experiences at each journey stage, crafted with a holistic human-centric perspective.

The customer journey mapping shows the path of the experience that brands establish with people, even before they turn into customers. It identifies the key interactions with the brand, bringing their feelings, motivations, and questions for each touchpoint.

With a starting point on the individual, the human being, the journey mapping considers people’s mental models on how things should behave — the flow of interactions and possible touchpoints.

They combine user profiles, scenarios, and user flows; and reflect the thinking process, tensions, needs, paths, and experiences people go through daily. Hence, it’s tailored to each persona pertaining to the segment that the brand is targeting.

A thorough Customer Experience mapping helps to understand how prospects and customers use the various touchpoints, how the organization is perceived, and how they would like them to experience it

Finally, it allows to design an optimal experience that meets the expectations of significant customer groups, increasing the competitive advantage, and attaining the desired customer experience objectives.

IN-DEPTH INTERVIEWS WITH KEY STAKEHOLDERS

Interviews and data gathering with senior members of the organization: shareholders, business leaders, customers, partners, and others, to get the perfect snapshot of the business.

COMPETITION DROME AUDIT

The most comprehensive competition analysis system available. A unique combination of tools and techniques that delivers a complete view of the competitive landscape.

DESK RESEARCH & MYSTERY EXPERIENCE

Analyze every player’s content, advertising, financial reports, news, industry reports, trends, events, products’ brochures, and any other relevant information for diagnosing.

CORPORATE STRATEGY AND BUSINESS VISION

Review and clarify the Big Audacious Goals of the organization. Run an industry attractiveness evaluation. Plot the driving forces shaping the future of the industry.

PERSONAS & BRAND STRATEGY

Identify the brand positioning revealing a high-value target and an archetype. Identify the relevant personas and envisage them. Define the brand value proposition, its mission, and purpose.

COMPETITIVE LANDSCAPE & ANALYSIS

Compile the different data sources and information to draw the main diagnoses’ conclusions. Outline the value mapping, key learnings, and a SWOT.

BRAND BUILDING AND ITS BIOS

Define the marketing mix of the brand and the market assumptions for the following years. This will help to identify the biggest issues and opportunities.

BRAND ECOSYSTEM AND CONTENT STRATEGY

Carefully tailored customer journeys, per persona, to unveil the right touchpoints, messages, and moments.

Design the ecosystem architecture, martech stack, and content strategy.

IMPLEMENTATION PLANS AND RESOURCES

Set all activities in an effort and impact matrix to reveal priorities. Allocate the activities in a time frame and run a resource planning analysis.

OUR PARTNERS EXPERIENCE.

The customer experience is the backbone of any digital strategy. We have been applying and transferring our knowledge to dozens of companies since 2018. Some of our cases include retail, finance, industry, food, tourism, energy, fashion, services, education, talent search, and entertainment industries. In the showcase area of our website, you can see some of our clients and the experience of our team.