COOPESERVIDORES, one of Costa Rica's leading financial institutions with a solid history of more than 35 years in the large copper mining sector, partnered with Izo to radically transform its customer experience. Known for its strong commitment to its cooperative customers, COOPESERVIDORES embarked on a journey of continuous improvement in the customer experience with the help of “The Experience Bag”, an innovative tool developed by Izo.

The first step was to carry out an exhaustive analysis of the needs and expectations of up to 5 archetypes of COOPESERVIDORES customers. This detailed analysis made it possible to identify key areas for improvement and define strategic goals to transform the customer experience.

Based on these findings, COOPESERVIDORES and Izo developed “The Experience Bag”, a revolutionary tool that allows setting strategic goals on the impacts of results based on customer experience transformation initiatives. This tool provided a clear view of the economic impact of each transformation initiative on the organization's business, allowing informed decisions to be made about where to focus improvement efforts.

The result was impressive. Thanks to “The Experience Exchange” and the implementation of specific transformation initiatives, COOPESERVIDORES experienced a significant increase in several key indicators of customer experience. Customer retention increased by an average of 11%, referral intent increased by an average of 5%, and the reuse of products and services also increased by 5%.

These results were validated by Vivian Arias, COOPESERVER Service Experience Manager, who praised Izo's support and support in developing solid pillars to generate memorable service experiences.

In short, the collaboration between COOPESERVIDORES and Izo was a real success. By focusing on understanding and improving the customer experience through “The Experience Exchange”, COOPESERVIDORES was able to strengthen its relationship with customers and generate tangible results in terms of customer satisfaction and business success. This story highlights the transformative power of strategic collaboration and innovation in the customer experience in the financial sector.