BVA Xsight

THE SECTOR'S BIG CHALLENGES

In this highly regulated sector, it is hard to make innovative offers stand out. To get a leg up on the competition, brands can:

• Work on the pricing or terms of offers, offer promotions, etc. at the risk of weakening unit profit from customers and having to pursue a conquest strategy to obtain a positive impact on ROI.
• Propose a really appealing customer experience centered on a promise of increased autonomy through new digital services, especially for online pure players, or a promise centered on optimizing an omni-channel relationship where the human aspect has a true creative space of value.

In these new markets open to new entrants, customer experience is crucial.

THE BVA APPROACH

BVA helps you manage your customer experience from 3 important angles:

1. It is necessary to take stock of existing resources to pursue a strategy based on operational actions

2. To make the customer experience more sustainable, the entire company must work together. For this reason, we offer motivating, effective team building methods.

3. It is necessary to properly monitor the results or actions taken in order to make real-time corrections (immediate satisfaction, mystery visits, etc.) and to understand their impact on the most strategically pivotal KPIs (long-term satisfaction, NPS, loyalty).

To take things a step further, it is important to find what factors the data studies have in common with internal and external data in order to refine the actions and and target them more accurately.