CUSTOMER EXPERIENCE
& CUSTOMER JOURNEY

ON THE JOURNEY
TO PURCHASE

We build physical and digital shopping experiences in an emotional way, customizing them to the needs of the customers.

EVALUATE THE POTENTIAL OF YOUR STORE.

We analyze the flow of customers moving through the store environments, identifying behaviors and interaction modes that can improve the store’s performance. Indeed, customer experience is the process that is identified with what happens when a customer interacts with the store.
With regular in-store checks and the use of dedicated supervision systems, we are able to translate the DNA of values that make up the brand into a successful shopping experience. We deduce sales strategies tailored to the brand by classifying and structuring information such as the team members’ attitude, the public’s buying style, peak customer traffic times, the age, and interests of the buyers. The shopping experience is a strategic moment for the company, so much so that today Customer Experience has become crucial within Marketing and Digital Marketing strategies.

MAKE PEOPLE BRAND AMBASSADORS

We conduct leadership and skills checks, evaluating the staff’s motivation level and managerial abilities, in order to identify areas for medium to long-term improvement and strengthen key strategic assets within the Customer Journey. Managing staff satisfaction surveys stimulates the potential and sense of responsibility of people, bringing concrete benefits to the achievement of company objectives. We align the profile of human resources with the model defined by the company, reducing turnover and making employees the first true Brand Ambassadors of the brand within the store. In this perspective, Customer Experience should be considered as a true business discipline in which strategies, processes and organization are currently centered on the customer and, above all, on the experience they have.

ANTICIPATE YOUR CUSTOMERS' NEEDS TO STAY WITHIN THEIR DESIRES.

We make the shopping experience memorable within the Customer Journey process by conducting analyses on the consumer’s perception, their behavior, and their purchasing habits in a specific store or sector.
The shopping experience analyzed from the customer’s perspective, allows for the evaluation of the service based on parameters predefined with the company, such as the store layout, the emotional mood of the environment, and the interaction between the customer and individual product. We conduct accurate quantitative and qualitative measurements related to current or potential public and customer segments of a brand or a specific product, in order to identify the unmet needs of customers and the opportunities for business growth.

DESIGN THE BRAND EXPERIENCE AS THE CUSTOMER DESIRES IT

We design the Customer Experience in an omnichannel perspective, shaping the journey a customer will undergo when engaging with the company, as they interact with the brand, use its products and navigate through the environments of its retail outlets.
By analyzing all stages and assessing key variables of the Customer Journey, our specialists are capable of highlighting and addressing the critical issues present in the purchasing process, in all its forms, shifting towards more effective dynamics of Brand Awareness and Loyalty. For each company, we construct a customized architecture that prioritizes the brand identity. Relying on benchmark data and competitor analysis, we set up dedicated touchpoints and personalized behavioral practices to maximize the Customer Experience.

DIVERSIFY CUSTOMER EMOTIONS FOR A UNIQUE, GRAND JOURNEY WITHIN THE BRAND.

We design multisensory experiences to guide the customer inside the store, stimulating actions, evoking thoughts and emotions aligned with the personality and value of the brand. We transform the store into a skillful union of sounds, lights, and organized sensations, giving the brand the opportunity to express itself through different channels, using the environment as a stage to generate lasting significance. To enhance the Customer Experience, it’s essential to frequently innovate to increase the sense of novelty, astonish customers with memorable setups, refresh the displays, and communicate a story. By analyzing the store spaces its flows audience data, and product categories, we can stimulate customer curiosity, increase on-site dwell time, promote purchasing reactions, and strengthen brand awareness towards the products and the individual brand, all through targeted cognitive paths of gamification and environmental design. The experience in interacting with brands within the Customer Experience can be defined as a sequence of interactions that occur between a person and a brand across a series of touchpoints along the journey.

LEVERAGE DIGITAL TO ENHANCE THE IN-STORE EXPERIENCE

We design both physical and digital shopping experiences that engage consumers and make them feel like the main character. We set up sophisticated digital spaces built around the user’s immediate needs and requirements, ensuring quick strategic responses both inside and outside the store, making digital and physical environments the best allies ever.
We build customized omnichannel strategies, capable of weaving traditional purchasing dynamics and constantly evolving digital habits into a solid flow, with the sole aim of ensuring sales performance, meeting customer desires and addressing people’s needs Our consultants are capable of assessing the technological impact of new technologies on in-store sales, proposing specific solutions to bridge the gap between physical and digital sales environments. They aim to create new hybrid Customer Journeys and dedicated interactive and engaging touchpoints.

APPLY THE SCIENTIFIC METHOD OF RETAIL TO YOUR STORE

You can’t manage what you can’t measure, and if you can’t measure, you can’t improve. We develop customized performance indicators to evaluate the store’s performance and the Customer Experience.
Una lettura efficace degli indicatori chiave di prestazione come il traffico in store, il tasso di conversione o il valore dello scontrino medio, permettono di individuare il segmento di mercato entro il quale si ha opportunità di crescere. We analyze in-store productivity, monitor the return on investment, and examine operational management aspects, applying targeted marketing strategies that increase attractiveness and engagement towards the brand.

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