© Serviceplan Group 2022
The success of a business depends on providing a fluid, contextually appropriate, and data-driven customer experience. Each engagement plays a crucial role in influencing customer behaviors and, consequently, your financial performance. Customer loyalty, retention rates, and the average transaction value are all directly influenced by the caliber of the Customer Experience (CX).
Step by step to a successful customer experience
In an environment where customer demands continue to evolve, and new interaction points surface, orchestrating a seamless end-to-end customer experience becomes increasingly complex. We're here to assist, drawing upon our expertise in Customer Experience Consulting to provide support across the entire value chain.
Whether you aim to improve a specific touchpoint, develop a comprehensive ROX (Return on Experience) model to measure the impact of Customer Experience initiatives, or need a holistic strategy complete with a Customer Journey Map for your Customer Experience Transformation, we're well-prepared to help you achieve your goals, regardless of your stage in the process.
Our Strategy & Consulting experts collaborate closely with our colleagues in Data, Creative & Content, and Platform & Technology to ensure a coherent customer experience that nurtures loyalty, starting from the initial interaction. We collaborate with your business to design custom strategies and concepts for innovative products, services, and platforms. Following the successful implementation of these solutions, we consistently assess their performance and identify areas for improvement. Additionally, if your CX extends to external touchpoints, such as marketplaces or partnership arrangements, we can provide guidance and support.
Experts for any touchpoint and any discipline
We bring together data, analytics, technology, user experience design, customer research, and content development to craft a holistic strategy with synchronized procedures and frameworks. This is how we ensure the ongoing refinement of your existing Customer Experience (CX) elements and the seamless integration of new components when required, especially in evolving domains like Web3 and the Metaverse. The outcome is a fluid customer experience that effectively connects with customers by delivering the appropriate message at the right moment and in the right context.
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Customer Experience Consulting
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Greta Bottini & Ilaria Mosca
Mediaplus Italy & Serviceplan Italy
Let's get in touch with us!
