What's included

• Current Experience Map(s)

  Visual map(s) showing the each type of customer's experience with the company in all physical, social and emotional aspects, pointing out where improvement can happen.

• Full Experience Analysis

  Report with complete analysis of the entire current customer experience with the company, in both physical and digital channels, when compared to direct competitors and to the segment's best practices locally and globally.

• Redesigned Experience Map(s)

  Visual map(s) of each type of customer's redesigned experience, improved to best attract, satisfy, delight and retain customers, and increase organic referrals.

• Improvement Plan

  Clear step-by-step plan to implement the changes needed to improve the experience and transform it into the redesiged version.