"Let your customers guide you and you will never go wrong.”

(Michael Bon)

CUSTOMER EXPERIENCE (CX)

«The Customer Experience (CX) is how customers perceive the entirety of their interactions with the company»

– H. Manning e K. Bodyne di Forrester –

THE THREE LEVELS OF CUSTOMER EXPERIENCE

The first considers how satisfactory the interaction is for the customer with respect to his needs

The second concerns the degree of complexity of the interaction (i.e. the effort that the customer must make)

The last level examines the overall pleasantness of the interaction, that is, the extent to which this is perceived as pleasant and reassuring

In Mikaline, a team of Occupational and Organizational Psychologists together with a team of Customer Experience (CX) experts have created innovative intervention models aimed at developing performance, which use the same CX as a basis / stimulus to facilitate the achievement of goals.

CUSTOMER EXPERIENCE

The analysis of the customer’s experience in its three levels is a fundamental step in building a lasting relationship: the better the perception and the “sentiment” of the customer, the stronger his bond with the company will be.

CASE HISTORY

Our mission is to spread the importance of the “management” of the experience lived by customers in interacting with companies, as a starting point for a new approach to the market.

Some of our achievements!

BANKING SECTOR

The District Manager of a large Italian banking group asks for our intervention to increase the collection and stimulate the financial advisors and his direct managers.

EDUCATION SECTOR

A charter school with various locations in Italy and over 4000 students, suffers from a worrying decrease in enrollments year to year.

LARGE-SCALE DISTRIBUTION SECTOR

An important chain of Supermarkets aims to increase the number of clients

TELECOMMUNICATIONS SECTOR

An important Tlc company conducts traditional customer retention activities (predictive retention).

INSURANCE SECTOR

A group of agencies operating in the insurance sector carries out merger actions aimed at containing management costs.

WELLNESS & FITNESS SECTOR

A Fitness Center, located in a very competitive context, records a high rate of abandonment (“churn rate”).

OUR CX MODELS

CUSTOMER PROFILING INDEX (for financial advisors)
WORLD OF MOUTH (education sector)
CHURN PREVENTION 2.0 (TLC sector and mass market)
NEW & CROSS (insurance sector)
FRIENDS & LOYALTY (MMR sector)
EASY & ENJOYABLE (wellness & fitness sector)