We chose KESTIO for its expertise, its pragmatic methodology, the analytical dimension of our approach and our change management approach.
Thanks to our exclusive Welcome Experience© method, we model step-by-step the qualitative level of the experience enjoyed by the brand's in-store and online.
Is it neutral, disappointing or, on the contrary, does it delight the customer?
Does it differentiate the experience from that offered by competitors?
What innovations can be proposed to achieve a "wow effect" with customers and meet their expectations?
In practice, over 20 stages (points of contact with the customer, including key stages or "moments of truth") have been identified, defined and assessed. The results of this evaluation are modeled to enable the brand's current level of customer excellence 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.
