Customer experience, the best strategy for the future of your business

In recent years, the Customer Experience has become a key business factor,
to the point that more and more companies are building ad hoc strategies in order to maintain high-quality, long-term relationships with their customers and generate at the same time a greater number of business opportunities.

To develop a successful CEM strategy, a company needs to consider many key issues such as solving customer problems and establishing emotional relationships with them. Offering a good product at a good price it’s not “enough” anymore as it is necessary to meet the customers’ needs in a quick yet efficient way. To create a both emotional and quality experience is nowadays the priority for all companies willing to consolidate a successful business over the upcoming years.

In an economy based on “experience” like the contemporary one, companies cannot longer afford just to create attractive products, but they need to ensure a deep engagement. To this end, they need to evaluate customers’ feedbacks and reviews as well as investigating any possible interaction with them in order to develop specific tools able to emotionally angage them. The goal is to capture their attention regardless the access mode (whether it is through an app or a website, a store or a showroom) and to guarantee the fullfillment of their needs in that precise moment.

The contemporary customer expects a highly personalised marketing experience but, at the same time, she/he fears that companies might violate his privacy and personal data. In this respect, it’s vital to create a meaningful interaction without being intrusive. Hence, a “bespoke” experience, then, must be unique for each single customer.

A strategy that Tosetto has embraced since its foundation, strengthened by a solid, on field customer experience, matured in over 50 years of taylor-made projects.