CUSTOMER
EXPERIENCE

WE CREATE A SUPERIOR PURCHASING EXPERIENCE

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MARK IT will help you to analyse the customer journey through dedicated operations involving all moments of contact between the company and customers, in order to identify necessary activities for recreating a superior purchasing experience.

Crescita media ricavi ultimi 3 anni

Researched based on a sample of TOP 100 companies using a Customer Experience Excellence Approach
Source: KPMG 2018 report: Customer Experience Excellence

01.

Customer
experience

These are the emotions a customer experiences, from when they first come into contact with the company until they decide to buy and then use a product or a service.

02.

Customer
expectations

Consumer expectations are increasingly high. They always expect the best service, especially from brands with a premium price positioning.

03.

Current customer experience

For each customer profile it is possible to draw up and analyse a purchasing journey, based on current company organisation.

04.

Expected customer experience

We map out the customer's journey, highlighting implementation steps for single activities according to complexity, so as to achieve the journey desired by the customer.

05.

Objective
analyses

In order to monitor the degree of satisfaction, we implement objective satisfaction analyses through survey and mystery shopping activities, benchmarked against best practices in the world and comparison with the level of customer experiences of major competitors.

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THE MARK IT Approach

TO CUSTOMER
EXPERIENCE

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TEAM

We create a team involving all company people, from marketing to after-sales

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ANALYSIS

We start from customer profiling and value propositions to verify the "fit"

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CRITICAL ISSUES

Critical issues which emerge will form the basis for redesigning the desired customer experience.

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POINTS OF CONTACT AND CHANNELS

We analyse and evaluate the purchasing funnel between channels, physical and digital points of contact

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IMPLEMENTATION

The improvement of critical issues or implementation of identified activities Managing, satisfying and surpassing increasingly demanding expectations.

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