Marketing & Customer Experience

The customer experience is a decisive factor in the choice of consumers. Faced with the need to adapt to ever higher expectations, the customer experience is constantly renewed and improving it is an ongoing challenge. Pagamon supports you in your customer experience projects and issues in order to improve your performance and create commitment.

CHALLENGES

Customers are demanding that brands align their quality of service with the best experience of other players, setting new standards that were previously seen as competitive advantages. It is no longer simply a question of a product or service, but of an experience lived by the customer. It is essential to aim for consistency on each of the channels, personalization, fluidity… Buying journeys are becoming more complex and include more points of contact, which should no longer be thought of as a whole to create real continuity – customers judge all their interactions with a brand over their entire journey -.

Customer satisfaction as a key performance indicator remains at the center of attention. However, satisfaction is only a prerequisite. In order to ensure its success, any brand must go beyond customer expectations and requirements, adapt to them and anticipate them in order to generate delight. The challenge is to create the conditions for a unique and memorable experience, as a lever for differentiation and attachment. Stimulating emotion, activating the senses, involving customers and making them actors of their experience, creating surprise, the “wow” effect, establishing trust, whether before, during or after the act of purchasing: so many factors that will orient a customer towards a product or service, and make that customer committed, acting as a true brand ambassador, promoting the brand within his or her circle of influence.

To meet and go beyond these expectations, good customer knowledge and good customer relationship management is essential. Collecting, managing and analyzing customer data in a transparent way is essential to the success of customer experience projects.

Therefore, working on the customer experience in a global and unique way is no longer an option, but a necessity for medium-term survival for companies, whether they are B2C or B2B, service- or product-oriented. A successful customer experience can simultaneously play on the three classic levers for increasing sales: loyalty/loyalty, increasing the average shopping basket and winning new customers. A satisfied customer will buy more, more often, will more willingly accept new and innovative services that he or she considers legitimate to pay for.

In order to ensure the success of customer experience projects, here are the points we consider essential:
• Start with what already exists, via a “Customer Experience” diagnosis
• Start from the customer, through an analysis of his expectations and the current level of response of the brand: defining its customer(s) and listening to them, in order to understand the details of their expectations and identify the points of satisfaction and dissatisfaction, to better orient its axes and work priorities
• Define its ambition, easily measurable objectives, its priorities and its human/financial resources, by sharing them with all the contributors.
• Mobilize internally, breaking down silos and establishing a real customer culture: raising awareness and mobilizing all layers and functions of the company, so that the customer’s voice is heard loud and clear. This sometimes involves a real cultural revolution between a product culture and a customer culture.
• Work in Test & Learn: quickly launch simple levers to improve customer satisfaction during the field implementation phase, on test perimeters in order to animate the community of contributors and maintain the mobilization of teams.
• Measure, Analyze, Control
• Communicate and animate

 

    Our Solutions

    Diagnosis of the customer experience

    • CUSTOMER EXPERIENCE PROCESSING MAPPING
    • IDENTIFICATION OF CUSTOMER CATEGORIES ACCORDING TO SEGMENTATION CRITERIA
    • DEFINITION OF THE CUSTOMER JOURNEY AND POINTS OF CONTACT WITH THE BRAND
    • MEASURE OF CUSTOMER SATISFACTION FOR EACH OF ITS INTERACTIONS
    • IDENTIFICATION OF PAIN POINTS AND MEASURE OF THE GAP BETWEEN EXPECTATIONS AND LIVED EXPERIENCE

    Target

     

    • DEFINING THE KEY MOMENTS OF THE CUSTOMER EXPERIENCE
    • CONSTRUCTION OF MEASURES TO BE CARRIED OUT ON EACH OF THE CANALS
    • IDENTIFICATION OF LEVERS TO BE OPERATED
    • ESTABLISHMENT OF A PROOF OF CONCEPT
    • CHOOSING ONE OR MORE INDICATORS

    CUSTOMER SERVICE & SELF-CARE

     

    • AUDIT OF CONTACT POINTS AND IDENTIFICATION OF PROBLEMS
    • EVALUATION OF APPROPRIATE SOLUTIONS
    • MANAGEMENT OF THE IMPLEMENTATION OF THE SOLUTION AND MEASUREMENT OF RESULTS

    Points of View

    Customer Experience

    How do companies draw their new organization to involve into customer experience ?  

    Customer experience - Connected stadium

    Offer your customers an experience they will talk about afterwards

    B2B Customer Experience

    Customer experience in B2B: it’s starting !

     

     

    Our References

    Learn More

    Want to learn more about this offer ?

    +33 (0) 1 42 99 94 67