Customer Experience
Buyer Persona and Customer Journey
We create detailed profiles and design the ideal customer journey, identifying friction points and opportunities at each interaction.
How we create value
Using data, evidence, advanced tools, and AI, we anticipate needs and build more relevant, seamless and results-oriented experiences.This way, your business stays aligned with changing expectations, achieving a direct impact on satisfaction, loyalty, and long-term engagement.fidelización a largo plazo.
Expertise areas
Success cases
Boehringer Ingelheim
Understanding customer behavior and motivations allows for more effective decision-making in a company's strategy. We supported Boehringer Ingelheim in creating a 100% customer-centric digital strategy for the pharmacy sales channel, based on in-depth knowledge of the pharmacist customer to enhance repeat purchases, increase loyalty, and have control over distribution in pharmacies nationwide.
Holaluz
Holaluz is a green energy technology company that was founded in 2010 with the purpose of creating a planet powered by renewable energies. A purpose that the company activates by connecting people to green energy. After almost a decade leading the energy transition in Spain, the company needed to embark on a journey of self-discovery to better understand their customers and increase their loyalty in the early stages of the relationship. To achieve this, we accompanied them in the analysis of their Customer Journey, to define the ideal Customer Journey.Additionally, we turned all our discoveries into an actionable roadmap, providing real and well-founded decision criteria and accompanying Holaluz in the analysis and subsequent implementation of the actions.
Merck en España
Merck is a leading science and technology company specializing in the areas of Healthcare, Life Science, and Electronics. The Spanish subsidiary sought to implement processes in different departments, and Runroom created custom training sessions that provided them with the necessary tools to change the mindset of their teams.
More services in Customer Experience
Strategic CX Consultancy
Our approach turns CX into a lever for growth and differentiation, positioning your brand as a leader in the evolution of customer experience, not just a follower of trends.
Continuous Monitoring and Feedback
We implement advanced systems for active listening and continuous real-time customer feedback, allowing us to identify emerging needs and make agile data-driven adjustments.
Voice of Customer Program
We design comprehensive VoC (Voice of Customer) programs that allow you to collect, analyze, and activate your customers' opinions at key moments of their experience.
Qualitative and Quantitative Research
We combine qualitative and quantitative methodologies with a customer-centered innovation approach to obtain deep and actionable insights.
Conversion Rate Optimization (CRO)
We improve the conversion of your digital assets with continuous experimentation.
CX Training for Internal Teams
We offer practical and specialized training in customer experience, standing out as active consultants with up-to-date market experience.