The Context
Recently luxury brands have realized that a focus on their current customers was becoming an issue: “Customer Experience” has become top of the agenda. They are now focusing on becoming better retailers to grow sales per square meter – and therefore have to deliver unique experiences to their customers.
The Scriptorium Company has developped a unique methodology to achieve this.
Our Expertise
To achieve this, a complete Customer Focused approach has been developed - bringing together various expertises in a consistent manner:
- Understanding Consumer Expectations and Perceptions of the Brand through indepth interviews
- Identifying the Customer Journeys: customers will start on a journey, looking for a product or a brand, and will undertake numerous moves on different medias and in different locations before they buy (or not). This will take them through different Touch Points with the brand. Our experience is that Customer Journeys will vary given the customer segment.
- Supporting a consistent client experience through all Touch Points: in the store / online when the customer researches / online when the customer meets the brand on its website / all communication elements / interaction between clients / client events / all service instances (warranty, cleaning, repair, etc.)…
- Organizing a Customer Experience Design Workshop - with all the internal stakeholders: using Design Thinking techniques, we capture latent ideas, we stimulate new ideas and we concretize them in Experience Prototypes. Experience prototypes facilitate the communication of a proposed solution between stakeholders with different backgrounds (i.e. Marketing, Sales, Top Management). They provide a trigger for the start of implementation because „the first step“ has been made with a low-resolution experience prototype.
