Customer Experience

Learning to bring the emotional experience of product to the customer knowing their level of satisfaction with it.
Know the rational, emotional and experiential elements of customer involved in a “customer experience”.
Knowing the possible interactions that a company can develop with the client before and after the purchase process for all its “customer experience” time.

Semi-structured interviews and focus groups to understand the perceptions and meanings that customers place on a product.
Ethnography (live with the target group of customers for a while) to (1) identify attitudes and lifestyles related to the choice of a product, (2) identify unmet needs in relation to a product, and (3) understand motivations and underlying all his experiences, likes, dislikes, time of day, location and behavior.
Social Networking for the satisfaction of our product through “the network.”
Moments of truth for comparing customer expectations with perceived experience throughout the entire cycle of pre-sales, sales and post-sales.
Mystery Shopping face and / or phone aimed at capturing the quality of care and service offered.

Characteristics of the process	Benefits for the Company
It is a process which delves into the perceptions and understanding of the emotional experience of the client in relation to a product.	Knowing what are the aspects that provide a more meaningful experience for the customer and improve the product / service.
It is a process involving a co-creative research with the client.	Allows involve more the customer to the company.
It involves observing the client in relation to its surroundings.	Having more knowledge to adapt the product / service to the customer.

Get a memorable customer experience with our service and product.

Estimated ROI of 40%

Pubic Services / energy. 200 workers. Semi-structured interviews and focus groups to capture the experience of current product / service and anticipate the reaction to a new product.
Tourism Sector (shelters). 300 Employees. Performing a set of Mistery to identify the customer shopping experience and drive projects to reduce existing gaps.
Automotive Sector. 600 Employees Performing a Mystery shopping to dealers to identify the treatment that is given the customer along the sales process. This was carried out for a manufacturer of multi-components.