Client

Gray Line I Love Rome

Project

Guest Experience Communication

When

2019- ongoing

Location

Roma, Italia

Project Goal

Improve the Guest Experience

Services

  • Guest Experience
  • E-Reputation
  • UX Design & Research
  • SEO & Copywriting
  • Training
  • Management Consulting
  • Social Media Management

Gray Line I Love Rome

Guest Experience Communication

Gray Line I love Rome is part of the Carrani Group, a leader in the sightseeing sector in Rome. doitwell set up a multi-channel strategy aimed at measuring, improving and communicating the guest experience online and offline.

KPIs website usability improvement

0 %
Conversion rate
- 0 %
Bounce rate
0 %
Transaction rate
0 %
Organic traffic

Results Achieved

Improved user experience on the site

Improved the quality of e-commerce content on the site

Improved brand communication uniformity

Improved the customer journey (offline/online)

Enhanced the culture of service and measurement of the guest experience

Brand integrity improved (offline/online)

Find out the scores obtained

  • +Improved the response time from 4.35 days to <1.8 days.
  • + Improved the response rate from 46% to 76.26% (+30.26%).
  • + 94% of employees interviewed declared a positive sentiment towards the company.
  • + On Google My Business channel, the rating improved from 3.6 to 3.8
  • + Improved the total average rating based on the performance of all review channels by 0.53 points


Tested new Guest Service Recovery techniques starting from optimizing the management of reviews and transforming 63% of dissatisfied customers into positive results:

  • 13% have removed a negative review
  • 13% have changed a negative review to a positive one with peaks of 5 stars
  • 39% were handled before they posted negative reviews
  • 34% said they are satisfied with customer care and will choose the brand again
  • Guide Lab Day
  • Reputation Training
  • Copywriting & SEO
  • UX & Product

    Coaching:

  • Guest Experience Management
  • E- Reputation Management

TEAM

The following Consultants worked on this project

UX Design and Research

Dayna Safferstein (Module 3) – profile
Amanda Greening (Module 4) – profile
Marvin Valarezo (Module 4) – profile

Social Media Management

Tatyana Turner (Module 4) – profile
Christina Chuchara (Module 4) – profile

Copywriting & SEO

Angela Pickett (Module 3, 4) – profile
Susan Kimmel Kelly (Module 3, 4)
Mark Anderson (Module 4)

Guest Experience

Nicole Cutrufo (Module 1, 2, 3, 4) – profile
Christina Chuchara (Module 4) – profile
Selenia Morgillo (Module 4) – profile

E-Reputation

Marco Aurelio Cutrufo (Module 2, 3, 4) – profile

Project Coordinator

Courtney Riall Mallory (Module 4) – profile

Project Manager

Nicole Cutrufo (Module 1, 2, 3, 4) – profile

Ready to improve
your Guest Experience?

We have been mentioned on