Monitoring Customer Experience

Goals

• Observatory of Basque brands on social media: What are they saying? Who is their message reaching? Does it coincide with purchasing habits? social media brand development vs. sales, influencers, comparison with competition, etc.
• Identify the target audience’s knowledge about the brand
• Know which sources of information are used most by the target audience
• Analyse the positioning of the brand in regards to the primary value attributes of the target audience and current customers
• Analysis of the main contact points between customers and the organisation: customer journey analytics

Provides:

• Information for strategic decision-making and marketing operations, from the current positioning to the desired one
• Prospective for decision-making: ingredients for
• competitive vigilance
• Efficiency in investing in customer experience projects: focus on what is most important for the customer