{"id":17347,"date":"2023-06-08T12:01:00","date_gmt":"2023-06-08T10:01:00","guid":{"rendered":"https:\/\/www.adiacent.com\/?post_type=work&p=17347"},"modified":"2024-02-27T10:21:29","modified_gmt":"2024-02-27T09:21:29","slug":"mondo-convenienza","status":"publish","type":"work","link":"https:\/\/www.adiacent.com\/en\/work\/mondo-convenienza\/","title":{"rendered":"Mondo Convenienza"},"content":{"rendered":"\t\t
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Data & Performance, App & Web Development, Photo & Content Production: seamless experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Fluid<\/strong>. Like the exchange and sharing of skills between the Adiacent team<\/strong> and the Digital Factory of Mondo Convenienza<\/strong>. Over the years, this daily collaboration has obtained a result that is greater than the sum of its parts. Every milestone achieved; we have achieved it together<\/strong>. Data & Performance, App & Web Development, Photo & Content Production: connected souls, in a process of osmosis that leads to professional growth and tangible benefits for the brand.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Solution and Strategies<\/small><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\u00b7 <\/span>Enhanced Commerce\u200b
\u00b7 <\/span>App Dev\u200b
\u00b7 <\/span>Chatbot\u200b
\u00b7 <\/span>PIM\u200b
\u00b7 <\/span>Data Analysis\u200b
\u00b7 <\/span>SEO, SEM & DEM\u200b
\u00b7 <\/span>Gamification\u200b
\u00b7 <\/span>Marketing Automation<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Design of the ecosystem<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Fluid<\/strong>. It is the best adjective to describe the approach that guided us in the design of Mondo Convenienza’s Unified Commerce<\/strong>. Container and Content. Product and Service. Advertising and Assistance. Always together, always seamlessly connected, always evolving<\/strong>. To actively listen and then deliver personalized experiences between brands and people<\/strong>, seamlessly.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Beyond Omnichannel<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Mondo Convenienza’s Enhanced Commerce, targeting the Italian and Spanish markets, goes beyond the concept of omnichannel<\/strong> to place people at the center of the purchasing process: from information search to delivery, through purchase, payment, and all assistance services.<\/p>

Every single phase of the customer experience <\/strong>is designed to make the user feel comfortable. Starting from the design according to Mobile-First and PWA <\/strong>principles, offering optimal performance in every possible browsing mode.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Listening. Communication. Loyalty<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Before selling, it is essential to communicate<\/strong>. But to communicate, we must know how to listen. Mondo Convenienza’s website stands out for the depth of its assistance services<\/strong>, allowing the construction of one-to-one paths around the interests, requests, and personal characteristics of the customer. At the top of this system is the Live Chat <\/strong>service: it involves a team of 40 people dedicated to answering the user’s questions in real-time<\/strong>, with the goal of assisting them, step by step, towards the completion of the purchase, even by transitioning to the physical store with an agreed appointment via chat<\/strong>. This attention to people’s needs translates into increased sales opportunities (online and in physical stores) and their respective conversions, with a high rate of customer loyalty<\/strong>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Advertising as a proposal on a personal basis<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The creation of distinctive promises and experiences relies on the constant flow of users<\/strong> and the correct analysis of data<\/strong>, regardless of the touchpoint. For this reason, it is essential to focus on three crucial moments<\/strong>:<\/p>

  • Managing the optimization of Mondo Convenienza’s organic positioning<\/strong>, from strategy to the implementation of Technical and Semantic SEO best practices.<\/li>
  • Monitoring seasonal trends <\/strong>to make the most of every opportunity for visibility on search engines.<\/li>
  • Generate periodic reports<\/strong> to update the entire team on the situation and collaboratively plan future steps.<\/li><\/ul>

    The next step is defining an advertising strategy on Google and Bing<\/strong>, targeting the Italian and Spanish audiences. With a dual objective<\/strong>:<\/p>

    • Guide the user with a full-funnel approach<\/strong> throughout the entire purchasing experience, from generic search to the final intention.<\/li>
    • Transform “advertising” into a personalized proposal<\/strong>, aligned with the user’s desires and intentions, using marketing automation tools.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      \"mondoConv-App-venditori-1\"<\/figure><\/div>
      \"mondoConv-App-venditori-3\"<\/figure><\/div>
      \"mondoConv-App-venditori-2\"<\/figure><\/div>\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      Seamless experience<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      The dynamics and principles of the online shop<\/strong> also resonate within physical stores, through two tools designed to reduce waiting times and enhance customer satisfaction. The App<\/strong>, designed for sales consultants, allows them to follow the entire customer purchasing process<\/strong> via tablet: product and variant selection, related proposals, waiting lists, sales documentation, payment, delivery, and support. The Totem<\/strong>, designed for the customer inside the store, allows them to independently complete the entire purchasing process without the intervention of a sales consultant. With tangible benefits for the performance and reputation<\/strong> of both the store and the brand.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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      Solution and Strategies<\/small><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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      \u00b7 <\/span>Enhanced Commerce\u200b
      \u00b7 <\/span>App Dev\u200b
      \u00b7 <\/span>Chatbot\u200b
      \u00b7 <\/span>PIM\u200b
      \u00b7 <\/span>Data Analysis\u200b
      \u00b7 <\/span>SEO, SEM & DEM\u200b
      \u00b7 <\/span>Gamification\u200b
      \u00b7 <\/span>Marketing Automation<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

      The Fluid Customer Experience<\/p>\n","protected":false},"featured_media":15259,"template":"","tags":[],"category-work":[],"class_list":["post-17347","work","type-work","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nThe Fluid Customer Experience<\/title>\n<meta name=\"description\" content=\"Fluid. Like the exchange and sharing of expertise between the Adiacent team and the Digital Factory of Mondo Convenienza.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.adiacent.com\/en\/work\/mondo-convenienza\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Fluid Customer Experience\" \/>\n<meta property=\"og:description\" content=\"Fluid. 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