Customer at the center: why the customer experience is so relevant?
Customer Experience is the set of sensations, emotions and memories that are inspired in a customer at the moment of interaction with a brand. Creating experiences that develop a positive impact in the mind of the consumer and influencing his perception and behavior is a competitive advantage for brands.
The third edition of the KPMG Company’s research dedicated to Customer Experience is focused on a mix of factors that measure both the characteristics of the contact between costumers and companies, and the aspects that act on the emotional sphere. This research identifies ‘Six Pillars‘: Personalization, Integrity, Expectations, Resolution, Time and Commitment, and Empathy. These factors represent six fundamental dimensions through which a brand can enhance the interaction with its customers.
Insights: key elements to control and analyze
The best performer of the KPMG research is the grocery sector that obtained the best rating according to costumers’ evaluations. What else can we learn from the customer experience? Analyzing data of the Customer Experience led companies to focus on relevant elements in order to improve the relationship with the customer and strengthen the loyalty to the brand.
Customer is king at Fratelli Pagani Company
The Fratelli Pagani Company has always been very attentive to the customers’ needs and made these ‘six pillars’ a fundamental part of its philosophy. With the aim of guiding the customer to generate a successful experience, Fratelli Pagani Company has created the SkyBridge method: a dedicated assistance service to accompany its customers in the search and implementation of the ideal solution.
Essentially, a real partnership that provides the activation of the internal laboratory up to an after-sales service. A “bridge” in 4 steps (the Skybridge R&D, the Skybridge Flavour Lab, the Skybridge C.Q. and the Skybridge Tech) where expertise, knowledge, the quality of the raw materials and advanced technologies work in perfect synergy. This method offers tailor-made solutions, ensuring constant support at all levels, from the understanding of the client’s needs to the definition of the ideal product.