Daba España, Nespresso's exclusive distributor in the country, partnered with Izo to carry out an exhaustive diagnosis and management of the customer experience in its more than 100 B2B boutiques. With the objective of identifying areas for improvement and optimizing the customer experience, Daba España sought not only to improve customer satisfaction, but also to evaluate the impact of these improvements on business results.

The project began with a detailed diagnosis of the customer experience in Daba España's boutiques. Key touchpoints were analyzed along the customer journey, from the first interaction to post-sales, with the objective of identifying critical actions and areas of opportunity for future decision-making.

Thanks to the collaboration with Izo, Daba España was able to gather valuable information about the needs and expectations of its B2B customers. Aspects such as customer service, quality of service, product availability and the overall experience in boutiques were evaluated.

In addition to the diagnosis, a customer experience management plan designed to improve customer satisfaction and loyalty was implemented. Concrete actions were identified and processes were established to ensure a consistent and exceptional experience in all boutiques.

The results were remarkable. Thanks to the diagnosis and management of the customer experience in collaboration with Izo, Daba España was able to significantly improve the satisfaction of its B2B customers. In addition, it was possible to evaluate the impact of these improvements on business results, demonstrating a positive correlation between experience management and business success.

The partnership between Daba España and Izo in the diagnosis and management of the customer experience was a great success. By understanding and optimizing the customer experience in boutiques, Daba España was able to strengthen its relationship with its B2B customers and generate positive results in terms of satisfaction and business success. This story highlights the importance of placing the customer at the center of business strategy and strategic collaboration to drive growth and service excellence.