Customer experience: what if you stopped using band-aids and started treating the real problem?
The customer journey is a living organism
Every point of friction creates a micro-bleed in your results
We must operate in depth
Symptoms detected
Declining revenue, weakening profitability, outdated conversion funnel...
It's time to update the health record
The Customer Service Director
Symptoms :
Contact volumes on the rise
Customer support costs are exploding
Lack of tools to streamline the relationship
Recommended treatments:
Intelligent automation (Chatbot, dynamic FAQ)
Optimized conversational scripts
Fine-grained management of Customer Service with clear KPIs
The CEO in search of NPS
Symptoms :
Difficulty measuring overall experience
Low word of mouth
Declining perceived brand value
Recommended treatments:
Implementation of CX KPIs
Analysis of moments of truth
Multi-channel experience improvement plan
The CX or e-commerce manager
Symptoms :
Customer satisfaction rates are declining
Too many complaints
Lack of fluidity in the course
Recommended treatments:
UX diagnosis of the site
Optimizing the post-purchase journey
Streamlining of after-sales processes
The CMO obsessed with retention
Symptoms :
Low repeat purchase rate
CLV too low
Loyalty programs with low engagement
Recommended treatments:
Customer journey mapping
Fine customization of communications
Relational and community program
And you, where are you?
Do your customers come back with pleasure?
Do they speak well of you?
Would they recommend you to a friend?
If you are hesitant to answer YES to these questions, it is time for a serious check-up.
👉 Your Customer Experience Order doesn't wait
Every point of friction not addressed is a dead loss
Don't let the disease take hold
Take action!
They were sick. They are healed!
"The work we did with Nexperio on our loyalty program paid off fast: +21% repeat purchases in just 4 months."
CRM Manager, Luxury brand
"We reduced our complaint volumes by 27% by implementing well-designed self-care scenarios. The initial diagnosis helped us target the real priorities."
Head of Customer Service, Sports Retail
"Our NPS increased from 42 to 68 in 6 months. We redesigned our entire customer journey with the Nexperio team. A deep transformation."