The New Aspiration of Customer Experience

The importance of the customer experience and the positive implications for a company are now well-known and recognized. However, only a few are able to provide truly meaningful and memorable experiences, capable of consolidating the relationship with the customer.

As the behavioral sciences teach, in order for a client to keep a pleasant memory of an experience, it is necessary to recreate an “emotional comfort”, based on the generation of intense and strong moments, especially towards the end of the experience itself. This is the peak-end theory.

In BVA Doxa, we developed a model to help our clients create positive, unforgettable memories for their customers: this is possible by understanding the peaks, their intensity and the margins of intervention.

This is called the EPIC model: Elevation, Pride, Insight and Connection.

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