CUSTOMER
EXPERIENCE
WE CREATE A SUPERIOR PURCHASING EXPERIENCE
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.
THE MARK IT Approach
EXPERIENCE
TEAM
We create a team involving all company people, from marketing to after-sales
ANALYSIS
We start from customer profiling and value propositions to verify the "fit"
CRITICAL ISSUES
Critical issues which emerge will form the basis for redesigning the desired customer experience.
POINTS OF CONTACT AND CHANNELS
We analyse and evaluate the purchasing funnel between channels, physical and digital points of contact
IMPLEMENTATION
The improvement of critical issues or implementation of identified activities Managing, satisfying and surpassing increasingly demanding expectations.