• We build the foundation to generate sustainable competitive advantages.

Customer Experience

What is for?

  • Learning to bring the emotional experience of product to the customer knowing their level of satisfaction with it.
  • Know the rational, emotional and experiential elements of customer involved in a “customer experience”.
  • Knowing the possible interactions that a company can develop with the client before and after the purchase process for all its “customer experience” time.

What tools are commonly used?

  • Semi-structured interviews and focus groups to understand the perceptions and meanings that customers place on a product.
  • Ethnography (live with the target group of customers for a while) to (1) identify attitudes and lifestyles related to the choice of a product, (2) identify unmet needs in relation to a product, and (3) understand motivations and underlying all his experiences, likes, dislikes, time of day, location and behavior.
  • Social Networking for the satisfaction of our product through “the network.”
  • Moments of truth for comparing customer expectations with perceived experience throughout the entire cycle of pre-sales, sales and post-sales.
  • Mystery Shopping face and / or phone aimed at capturing the quality of care and service offered.

Characteristics of the process

Benefits for the Company

  • It is a process which delves into the perceptions and understanding of the emotional experience of the client in relation to a product.
  • Knowing what are the aspects that provide a more meaningful experience for the customer and improve the product / service.
  • It is a process involving a co-creative research with the client.
  • Allows involve more the customer to the company.
  • It involves observing the client in relation to its surroundings.
  • Having more knowledge to adapt the product / service to the customer.

Other Expected results

Get a memorable customer experience with our service and product.

Expected Yield

Estimated ROI of 40%

Verifiable Success Cases 

  • Pubic Services / energy. 200 workers. Semi-structured interviews and focus groups to capture the experience of current product / service and anticipate the reaction to a new product.
  •  Tourism Sector (shelters). 300 Employees. Performing a set of Mistery to identify the customer shopping experience and drive projects to reduce existing gaps.
  •  Automotive Sector. 600 Employees Performing a Mystery shopping to dealers to identify the treatment that is given the customer along the sales process. This was carried out for a manufacturer of multi-components.