BRAINTRUST CLUB ES BRAINTRUST AREAS OF ACTION METHODOLOGIES BLOG CONTACT DOWNLOADS CUSTOMER EXPERIENCE HOW TO DIFFERENTIALLY MANAGE THE CUSTOMER EXPERIENCE AT ALL POINTS OF CONTACT. OUR TARGET Our vision is simple: every time a customer and a brand interact, by whatever means, the customer perceives and learns something that can make or break their relationship with the brand in business terms, i.e. they are willing to buy, stay longer, speak well of and recommend the brand to their friends,... or the opposite. HOW WE DO IT DESIGN AND DEVELOPMENT OF THE CUSTOMER EXPERIENCE AND CUSTOMER JOURNEY NPS AND CUSTOMER SATISFACTION DESIGN AND IMPROVEMENT OF THE USER EXPERIENCE / UX IMPROVING THE CUSTOMER EXPERIENCE IN THE CHANNEL PERCEIVED EXPERIENCE MATURITY MODEL BENEFITS FOR OUR CUSTOMERS Customer experience management is totally and directly linked to business: the better the Customer Experience, the more sales and profits, the greater the loyalty and the greater the acquisition of new customers.Absolutely nothing compares to having thousands of credible sales people (our customers) selling on the street. In the saturated markets in which we work, the purchasing decision is based primarily on personal experience or, in the case of new customers, recommendations from people around them. Without ruling out other metrics to measure Customer Experience, the degree to which customers recommend our products or services has proven to be the most demonstrative of the real measure of customer loyalty, a stickiness that has already been transformed into action. Research shows that, in most industries, there is a strong correlation between a company's growth rate and the percentage of its customers who are "promoters" - that is, those who say they are very likely to recommend the company to a friend or colleague. WE COMBINE CUSTOMER AND COMPETITOR RESEARCH WITH THE DESIGN OF NEW DIFFERENTIATED EXPERIENCES AND THE IMPLEMENTATION OF EFFECTIVE METRICS AT THE POINT OF CONTACT. ASSOCIATED METHODOLOGIES CUSTOMER EXPERIENCE - CE CPU - USER TEST CENTERS It facilitates the testing of company processes through their impact on the real user experience. Both mystery users and real users incorporated into a Panel are used. CUSTOMER EXPERIENCE - CE CUSTOMER READINESS Metodología orientada a aportar a la alta dirección de las compañías el estado de desarrollo y cumplimiento de la modificación de los procesos internos planteada en el “Blueprint», pero en lugar de trabajarse en base al cumplimiento de los hitos de los diferentes proyectos, se realiza en base a la medición de la experiencia entregada a clientes reales en cada momento del Customer Journey. CUSTOMER EXPERIENCE - CE DESIGN MODEL Metodología que simplifica el proceso de diseño de las experiencias que se desea entregar al cliente. La metodología contempla el balance cognitivo de todas las fases del «Customer Journey» para conseguir la experiencia deseada. ANALOG - DIGITAL" EXPERIENCE DESIGN Ensures that the Digital Transformation responds to the desired experience. VIEW + CUSTOMER-CENTRIC DIGITAL TRANSFORMATION Facilitates continuous monitoring with a 360º vision of a company's competitive environment. ADVANCED VOICE OF THE CUSTOMER MONITORING System that collects and manages the opinion and comments received from customers through all points of contact between them and the company. CUSTOMER EXPERIENCE - CE BLUEPRINT Methodology that facilitates the "landing" of the designed experience to the internal processes of the company, in a way that guarantees that the experience delivered to the customer is really the one that has been designed. CPU - CHANNEL MONITORING USER TESTING CENTER It facilitates the testing of company processes through its impact on the real experience of users in the different channels. Both mystery users and real users incorporated into a Panel are used. UX/UI DESIGN Metodologías específicas centradas en la mejora de la experiencia de los canales digitales App, Web, TV. Incorporan desde «User Test» con usuarios reales y análisis experto mediante heurísticos hasta propuestas de mejora en el diseño. BACK TO AREAS OF ACTION CAN WE HELP YOU GROW? CONTACT US SUBSCRIBE NEWSLETTER ABOUT US VALUES PARTNERS JOIN US AREAS OF ACTION METHODOLOGIES BLOG CONTACT BRAINTRUST CLUB LEGAL NOTICE COOKIES POLICY PRIVACY POLICY Made by EKMB | Web development: PabloYglesias We use cookies to improve your browsing experience We use cookies to analyze web traffic and to improve our services by analyzing your browsing habits. You can see our Cookies policy and configure them. Read more Configure Cookies Accept all cookies