Customer experience should be a strategic priority for any business, the heart of every business decision, from product roadmap innovations to marketing campaigns.
How do we approach customer experience?
– Understand customers journey behavior and interactions across all touch points and channels, moments of truth
– Explore needs & sources of positive versus negative experience in each interaction point (pre-purchase, purchase, post-purchase)
Our team has consistent experience with the methodology, using it for different markets & including it in different types of studies: purchase experience with touchpoints in-depth exploration, usability for designing the best user experience, patient’s journey (in different therapeutic areas), customers’ experience during contract with provider etc.