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
- + 20 audits conducted by Attractions Experts
- + 48% auditing score
Trainings:
- 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
Social Media Management
Copywriting & SEO
Angela Pickett (Module 3, 4) – profile
Susan Kimmel Kelly (Module 3, 4)
Mark Anderson (Module 4)
Guest Experience
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
They talked about the project
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