Customer Experience Pyramid

Mapping customer’s satisfaction throughout their life cycle

Customer satisfaction, at every stage of its life cycle, is essential for building relationships of trust; so monitoring and improving this observation becomes an essential process to maximize customer lifetime value (CLV). To achieve this result it is necessary to equip ourselves with new research tools and paradigms able to guarantee a unified vision of the different phases of the customer’s life cycle, of a model which, in the final synthesis, becomes “actionable” transforming a statistical data into a strategic information. The approach to the centrality of the consumer in its development through the mapping of the customer journey thus overcomes the classic static concept of Customer Satisfaction or NPS and evolves in the direction of a dynamic mapping of the entire life cycle of the customer in order to support the rapid changes that take place both on the supply side and on the part of the styles and modes of consumption.