Customer experience Turn CX into a wild adventure The challenge From Customer Experience to Human Experience: put people* first and you will be chosen and loved. *not only people – animals, too! Our solutions We have huge experience in the world of retail stores and shopping centres; we have grown together; and now more than ever we enjoy investigating processes, detecting changes, and playing a part in the evolution of these markets. We can help you create unique, people-driven Customer Experiences which represent your brand and perfectly suit the environment in which your brand operates. Our way of working Context analysis and goal setting Ideation of Insight and Creative Strategies Customer Journey construction with touchpoint definition Project implementation and event management Real time fine tuning Sharing the results Below you can find out how, thanks to Customer Experience, we: brought mums to the Shopping Centre brought cows to the Mall organised a tasting session for dogs. MUMS AT THE SHOPPING CENTRE Repositioning Auchan Monza The Mums at the Mall project started with an in-depth analysis of the target and the outlining of specific objectives: Target FAMILIES with children Young/single/traditional MOTHERS Goals ENGAGEMENT PRESENTING the Shopping Centre’s services ATTRACTING crowds to the Shopping Centre REVAMPING the Shopping Centre’s image SHOOTING photos and videos Mums are the new stars of the show A 4-day casting event invited mothers from the area to introduce themselves to a jury composed of a director, a journalist, a nanny, and a psychologist. The casting saw an astonishing number of people take part both at the Shopping Centre and on social media platforms, thanks to live videos and direct posts on Facebook. Ana Belen Subire, a wonderful mother of 3, was crowned winner and won a €2000 work contract, as well as a day’s shooting fit for a professional model, which made her the face of the Shopping Centre’s public communication campaign. The digital strategy The innovative power of the project was so great that it allowed us, even on a low budget, to achieve exciting results. 142,582 PEOPLE REACHED (coverage) 1,205,206 IMPRESSIONS each user was reached twice a month on average 74,066 VIDEO VIEWS (excluding live videos) 861 CLICKS on the link Live videos, surveys, and stories also stimulated organic engagement. The LIVE FACEBOOK STREAM, which took place on the last day of casting, reached 3,417 PEOPLE who watched the event live. We directly engaged users through: STORIES about the initiative which were also added to the Highlights section and were always visible on the Instagram profile FACEBOOK POLLS – we received 627 feedback messages from the community A year of events for women Not only mothers, but of women of all ages, continued to be involved throughout the year. THE MUM OLYMPICS A day when mums challenged each other with irony and the desire to share an experience. The challenge then opened up to dads, too! RONDÒ DEI PINI CUP An all-pink under-12 football tournament, in collaboration with Monza Football, which promoted women’s sports and its values. The results In June 2019*, the Shopping Centre saw several remarkable increases, such as: + 4,36% more visitors + 8% more visitors from the target category (women, mothers, children) Increased turnover in sectors relating to the target + 4,4% Clothing + 3,7% Child + 10,3% Underwear LATTEBUSCHE Leading shoppers on their journey with an omnichannel project. The Venetian dairy Lattebusche chose an eco-friendly Tetra Pak packaging where the ethical values of the container and its contents intertwine. How could we share the profound meaning behind this choice? By building a customer experience that lets the shopper experience the history and background of the product at every touchpoint. Not only shoppers: talking to the trade We have now been working in the industry for over 30 years and we know that our target is not just the shopper. For this reason, we are careful to maintain dialogue with trades, creating messages with which we can communicate and surprise. For Lattebusche, we designed a seed tray that would allow the buyer to experience the eco-sustainability of the product’s packaging firsthand – the tray can be used as a pot for growing herbs. AFFINITY a tasting session for dogs If the “customer”, the end-user of your product, is a dog, then it is Fido you need to think about when designing a CX with a product tasting. And that is exactly what we did whilst working with Affinity on the launch of the Ultima range: a roadshow for pets in all the best Shopping Centres. Samples of more than 30 Ultima products; a discount coupon; a free gift; the cherry on top? A tasting session for our four-legged friends. After all, they are the ones who have to choose, aren’t they? The results 55 Malls visited 165 days of activities across Italy 8k kg of cat and dog food transported 50.000 samples handed out 5.000 gifts given Or, pick another card Live communication Nurture your relationship with clients by throwing unforgettable events. Local communication No need to look too far what you are looking for is much closer than you think Brand identity Do you know your brand? Show what makes you unique Customer experience Turn CX into a wild adventure and set off to win a place in your customer's heart CSI strategy Build CSI strategies that will even reach the Pope Good deeds can go a long way, and so can good storytelling. Branding by engagement Give life to your brand and share values and genuine feelings Internal communication Establish a dialogue that makes people happy Talk to former and current employees and co-workers Retail food service Spice up your restaurant's way of communicating You need the right ingredients to make customers’ mouths water Foot traffic Increase in-store traffic You can try pulling in your own punters, or... Nessuna di queste? Grande, scombiniamo le carte! Raccontaci cosa hai in mente, saremo tutt’orecchi. Be the next step. Let’s talk Solutions Method Identity Contacts Linkedin Italiano © 2021 Proxima Spa P. IVA 01763860366 Privacy & cookie policy