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.

Client

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

KPIs website usability improvement

+50% Conversion rate
-12% Bounce rate
+70% Transaction rate
+30% Organic traffic

Results Achieved

Improved user experience on the site
Improved the customer journey (offline/online)
Improved the quality of e-commerce content on the site
Enhanced the culture of service and measurement of the guest experience
Improved brand communication uniformity
Brand integrity improved (offline/online)

Find out the scores obtained

Reputation Scores:

+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