We chose KESTIO for its expertise, its methodological pragmatism, the analytical dimension of our approach and our change management approach.
Thanks to our exclusive method Welcome Experience© method, we model step by step the qualitative level of the experience lived by the customers in-store and on the Internet.
Is it neutral, disappointing or, on the contrary, does it delight the customer?
Does it differentiate from the experience offered by competitors?
What innovations can be proposed to obtain a "wow effect" with customers and meet their expectations?
In practice, more than 20 stages (customer touch points, including key stages or "moments of truth") were identified, defined and assessed. The results of this assessment are modelled to allow the current level of customer excellence of the company to be positioned according to the scale shown below.
It is also based on the results of 'mystery shopper' visits, internal interviews and an e-reputation study.
This strategic project will result in the definition of concrete actions to be deployed from 2015 to significantly improve the experience lived, felt and expressed by the company's customers.
