Customer journey mapping in the Italian market
Customers do not experience your brand as a set of departments; they experience it as a journey — a sequence of moments, online and offline, that adds up to an impression and a decision. Customer [...]
Voice of the Customer programmes for international retailers in Italy
Your Italian customers are already telling you what they think — in surveys, in reviews, on social media, to your front-line staff. The question is whether you are listening systematically, or only noticing the loudest [...]
Customer experience measurement for international brands in Italy
Every international brand says it is "customer-centric." Far fewer can tell you, market by market, what their customers actually experience and how that experience moves the numbers that matter. In Italy — a market with [...]