Customer Experience

We have a customer-centered culture that values tremendously the experience customers can accomplish across the multiple phases of their relationship with the company, its products and services. The analysis of the customer experience addresses all of the moments and places in which the consumer is in touch with the brand (brand touch point): word of mouth, press, advertising, outdoor posters, outlets, Internet, radio, TV, parties, in-store activities, events, sponsoring.

Touch Point Audit

RVV has developed an analysis model to monitor the overall path of the customer experience. The model analyses all the brand touch points of the relation customer /Brand in the pre-during-post purchase phases. This allows to identify the customer relevance/satisfaction of the single touch point of the experiential path.   Some of the questions we address:

• Which are the single touch points of the interaction between the customer and the Brand?
• Which paths are followed from customers among those available (web site, call center, point of sale….)?
• Which are the most relevant activities followed from the Customer during its purchase path (pre-during- post)?
• Are the different contact channels considered satisfactory from the Customers? Is that experience in line with their expectations?  
• How is it possible to improve the customer experience and make it “memorable”?
• Which have been the barriers to the purchase during the customer experience path? 
• Which are the most relevant touch points to get a satisfactory/memorable experience? 

The overall touch point mapping is achieved through qualitative and quantitative research tools as:

• In store interviews
• In depth individual Interviews
• Telephone Interviews (C.A.T.I.)
• On line Interviews (C.A.W.I.) 

Customer Satisfaction

RVV developed a methodological tool able to support Companies in projecting the customer satisfaction model, focusing the attention on the monitoring of the customer-Brand touch points.
Some of the questions we address:

• Which is the satisfaction level of customers towards the characteristics of the service and towards how it is delivered? 
• Which are the strengths / weaknesses points? Which are the threats and the opportunities? 
• Are my customers so satisfied that they are promoters of my brands?  
• Which is the brand positioning towards the competition?
• Which is the best way to manage the customer/Brand relation to get the best customer satisfaction over time?  

According to different targets and to different product/service categories is it possible to conduct:

• Telephone Interviews (C.A.T.I.)       
• On line Interviews (C.A.W.I.)