Customer Experience Archives

KESTIO was chosen for its expertise, methodological pragmatism, the analytical dimension of our approach, and our change management approach.

Thanks to our exclusive method Welcome Experience©, we model step by step the qualitative level of the experience lived by the brand's customers in stores and on the Internet.

Is it neutral, deceptive, or does it delight the customer?
Is it differentiated from the experience offered by competitors?
What innovations can be proposed to achieve a "Wow effect" with customers and meet their expectations?

In practice, more than 20 steps (points of contact with the customer, including key steps or "moments of truth") have been identified, defined and evaluated. The results of this evaluation are modeled to allow the brand's current level of customer excellence to be positioned according to the scale presented below.

From the outset, the project strongly involves the brand's employees by soliciting them through in-store observations and having them participate in co-creation workshops. In this way, they take ownership of the challenges of the Customer Experience, are a force for proposing improvements, and become agents of change internally.

It also relies on the results of visits made by "mystery shoppers," internal interviews, and an e-reputation study.

This strategic project results in the definition of concrete actions to be deployed from 2015 onwards to significantly improve the experience lived, felt, and expressed by the brand's customers.

Does this project resonate with you? Want to know more? Leave us your contact details, and we will gladly answer your questions.