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Case Spotta

Customer Safari, Customer Arena and Customer Journey Mapping

 

Spotta is a shopping aid that helps consumers easily obtain benefits and inspiration. They do this via the delivery of promotional folders and packages at home and help companies reach their target audience.

 

Challenge: 

Spotta was aware of the big potential that SME’s and large retailers are to their B2B department, but were unsure about how to target this specific segment. This is the reason why they got in touch with Conexperience, to help them get customer insights and further look into how to acquire this target market. 

 

What Spotta wondered:

 

  • How can we understand our client’s journey in order to better serve this particular target market?                                     

  • What internal processes need to be improved or redesigned in order to acquire and better serve SME’s and large retail partners.

The Conexperience solution:

 

  • Customer Safari: Take colleagues from Spotta on a journey in their own organization as a customer. Let them and 3 real customers experience a customer journey.                                 

  • Workshop Customer Journey Mapping and Improvement Session.
                   

  • Visualizing the Customer Experience of Spotta's SME and large business customers at touchpoint level. Delivering improvement ideas to get started immediately.
     

  • Customer Arena: Management and employees listed to real customers and their experiences and struggles/joys. 

What was needed

Customer Journey Mapping

CX Strategy

Customer Research

TESTIMONIAL

“THANK YOU SO MUCH CONEXPERIENCE. WE WERE IMPRESSED ABOUT YOUR APPROACH AND VERY HAPPY  WITH THE INSIGHTS WE GAINED OUT OF THE 6 CUSTOMER INTERVIEWS"

SIGRID VAN DUFFEL / CUSTOMER ENGAGEMENT MANAGER / WOLTERS KLUWER

Let's talk!

Dokter van Deenweg 162, 8025 BM Zwolle, The Netherlands

connect@conexperience.com 

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