Customer Experience has been talked about for several years, and today we know that it represents the area of fiercest competition between brands in the same sector, but also in different sectors. The experience sediments a deep emotional imprint and generates an expectation that reverberates in all interactions with brands, raising the level of expectation in all areas. Today, 2/3 of companies compete in the field of Customer Experience, it was 36% in 2010.
It matters little whether we are talking about B2C or B2B, the experience completely changes the perspective and forces us to always think H2H, Human to Human.
We have built an agile and concrete intervention model, the PRAXI Human Touch that, starting from a diagnosis of the customer experience at the different touch points, focuses on the critical areas and allows us to select the improvement actions with the greatest impact on customer acquisition and loyalty.
Methodology
Laboratory-type module to apply the Customer Experience Improvement Plan in one’s own reality. The first meeting focuses on the self-assessment model and the second on the analysis and interpretation of results and improvement actions.
Goals
– Delve into the impact of experience on customer decision-making, loyalty and business performance
– Share and test a Customer Experience analysis model
– Support participants’ self-diagnosis of customer experience and guide the creation of action plans in the field.
Program
– Why Customer Experience Can’t Wait: Digital, Generations, Loyalty,
– The Voice of Customer and the Collection of Thick Data
– The Language of Experience, How it is expressed and how it is observed
– Customer Experience, Customer Journey and Customer Satisfaction. Meaning and relationship to each other
– PRAXI Human Touch, understanding what the customer’s expectation of the experience is composed of and based on
– Mapping the Customer Journey and describing it in terms of the expected experience
– Self-diagnosis of the ability to ensure effective and integral Customer Experiences to the customer during different TouchPoints
– From identifying the highest impact critical issues to selecting the actions with the highest return on investment
– The involvement of the entire company. Communicating customer experience improvement projects.
