You must find out where they come from and where they are going
People come with their criteria, beliefs and values. They also have purposes and expectations. From that perspective they will evaluate both their physical and digital experience.
Understanding the end-to-end experience
To get to know people better and to know their evaluation of the integral experience lived.
Emotions
Expectations
Knowledge
Mental models
Beliefs
Wishes
Motivations
Channels used
Shares
Critical moments
Interpretations
Obstacles
Evaluations
Perceptions
Measuring the experience by capturing the Voice of the Customer (VoC)
The best way to evaluate brand performance is through what your customer/user says about it.
VoC Program
We help you to implement and maintain a VoC initiative that allows you to know the experience of your customers/users and reflect it in metrics such as NPS, C-SAT, CES and others.
