GIAN LUCA ROSSI, SPORT JOURNALIST, DESCRIBES TO “CX AND THE CITY” HIS PERSONAL CUSTOMER EXPERIENCE RELATING TO A PURCHASE FINALIZED IN THE LAST MONTHS: A WEEKEND IN GREAT BRITAIN, VISITING HADRIAN’S WALL.
CX AND THE CITY
How did you discover the brand and the location of your purchase?
I usually finalize every purchase online, even my holidays. However this time, instead of using the most common travel platforms, surfing on the internet, I found randomly an updated English website dedicated to those people interested in visiting Hadrian’s Wall in the Northumberland, in Great Britain, my final destination.
When you decided to purchase that particular trip, did you compare this product with others or did you opt for it since it suddenly drew your attention?
I must admit that this time I have been seduced by the completeness of the information offered in the website, even if it was unknown to me. Specifically, even if the final destination does not attract many tourists, the organization was outstanding, it seemed tailored to my needs. I surfaced on the internet for more information, looking for reviews by other foreign people who had purchased online the same trip. Since I found many positive reviews, I decided to trust the website and I have purchased everything there, transportation and accommodation included.
Which personal need or desire the product purchased was intended to satisfy?
Other than the destination that I had already selected at that time, I was looking for an all-inclusive package: to be able to visit everything in few days. The area hosting the Adrian’s Wall is very extended, you need to move many times with different types of transportations (from trains to local buses). If I wasn’t able to find such organization, I would have been forced to purchase every single itinerary on my own, losing an incredible amount of time and risking to miss something.
When and how did you use the services purchased?
Once I arrived at the final destination – I had a long week end at my disposal – I did not have any particular difficulty since all services reflected my expectations and all reservations were finalized successfully. However, I would have liked to have an assistance at the final destination speaking my language, especially during visits. In other words an “equivalent” of the website that reported many documentations in Italian with very detailed descriptions.
Did the service satisfy your personal need that stimulated the purchase, maybe exceeding that expectation?
I would say so.
Why would you repurchase this product?
Easiness to access the final destination: I found a standard and already set itinerary, exactly like the one I wanted and I thought I could not find.
If that product was a city, which city would be?
Ancient Rome. A charming world, even in the age of the internet!