Customer Experience
Customer Experience
The sale doesn’t end at “buy”. It starts there.
Acquiring a customer costs far more than keeping one, and yet most businesses forget the customer right after the purchase. We design the whole experience, from first touch to after-sales, as a straight line with no obstacles, so the customer doesn’t just buy, but comes back.
Some of our clients
Your biggest asset isn’t acquiring customers: it’s getting them to return
A satisfied customer who returns and recommends is worth far more than a new one. We work every touchpoint of the journey so the experience is coherent and memorable, turning one-time buyers into loyal customers and advocates of your brand.
Why do so many brands trust our agency?
Talking to other agencies? Oh… we’re sorry.
3 real reasons why we’re different from the rest.
How can we help you?Always one step ahead
1. We set the trend and innovate
We do not do the same old marketing. We are pioneers at optimizing on platforms others do not even know are possible: we get ChatGPT to recommend our clients’ websites, we work SEO on YouTube and we automate processes with n8n that save thousands of hours a year.
We live marketing… and we teach it
2. References in Marketing, AI and UX
We do not just apply what we know: we teach it, prove it and share it. We are educators with over 500,000 followers, Pedro and Oscar teach at universities such as UPC, EAE Business School and UPV, and we run our own academy with 2,000+ members.
Partners of the leading software
3. We work with the most TOP brands
We are official partners of the most recognized software in the industry, such as TikTok, Elementor, Semrush and Raiola Networks. That means priority access, direct support and certified best practices: faster implementations, stronger integrations and more reliable results.
Case studies
The success case is our goal
Case study
SEO, SEM, UX, CRO
Zona F
Leading driving school in Barcelona and Hospitalet, with over 30 years training drivers for every license —from car to truck— and integrating technology into teaching.
View full caseWhat we achieved:
Conversion increase +30%
Conversion rate3.2% → 4.9%
What we achieved:
Revenue +31% the first year
Case study
SEO, Paid Media, International
Huiike
Paddle surf and water sports brand. We scaled their revenue and opened up new international markets by combining SEO, paid media, and a solid brand strategy.
View full caseWhat we achieved:
Market expansion +4 países
What we achieved:
Stock sold out in season
Client reviews
What our clients say
I reached out to Pedro and his team at Palo Seco 3 years ago to help me with the web positioning of my architecture firm. What I liked most was how transparent they were with us from the start, sharing all their processes and making hard-to-grasp topics easy to understand. Highly recommended.
Javier Ruyra VilluendasCEO of CeditechIf you want a team that does SEO not just to grow traffic, but to make a real impact on your business, the Palo Seco team is exactly what you’re looking for! On top of that, their training sessions are top-notch for anyone just getting started in digital marketing.
Borja Prieto BustamanteHead of Marketing at FactorialOscar from PALO SECO developed the Tok&Go branding for us with excellent results. Thanks to him we have a clear brand that conveys our values. Likewise, the working methodology for building the website made the whole process simple and the result outstanding.
Javier Garcia SotoCEO of Tok&GoPedro SEO and his team have done a great job on the different projects I’ve worked on with them, always delivering quality and meeting the project deadlines.
Jonathan SeoaneCo-founder of WeFoxThey helped me understand that the online channel matters. I trusted them and, thanks to their commitment, I’ve been able to adapt to the new changes and grow my client base.
Jordi RebullFounder of VeneersPedro is a great professional; he knows the world of SEO and manages to make even the most complex terms easy to understand for people who, like me, are complete beginners in the field.
Marco CreativoFounder of Marco CreativoRetaining is cheaper
Acquiring is expensive. Building loyalty, much less.
And yet, almost no one takes care of the customer they already have.
Most of the marketing budget goes on acquiring new customers, while those who already bought are neglected. It’s a huge leak of profitability.
A returning customer doesn’t need to be acquired again, converts better and usually spends more. Taking care of the experience is taking care of your margin.
A single experience
The customer doesn’t see departments, they live an experience.
Website, support, delivery and after-sales are the same brand to them.
For the customer there’s no “sales team” or “support team”: there’s your brand, and they judge it by the weakest link in the chain.
We work the whole experience as a coherent whole so no touchpoint breaks your brand’s promise.
The best salesperson
A happy customer sells for you.
The best advertising is an experience that recommends itself.
No campaign is as convincing as a recommendation from someone you trust. And that recommendation is born from a great experience.
We design the journey to prompt those moments that make the customer speak well of you spontaneously.
Benefits of caring for the experience
Three reasons why experience is the most overlooked growth lever.
- 01
More value per customer
A loyal customer buys more often and spends more over time. Raising customer lifetime value (LTV) boosts your profitability without acquiring more.
- 02
Growth through recommendation
A memorable experience generates word of mouth and reviews that bring new customers almost for free. The best acquisition channel is a happy customer.
- 03
A stronger brand
Consistency at every touchpoint reinforces your brand and sets you apart from a competition that only thinks about the first sale.
Do your customers come back or buy once and vanish?
We map your customer’s experience and show you where you’re losing their loyalty.
Map my experience
No fluff, no strings
Tried it before and it didn’t work? This is how we work.
- 01
We work with measurable goals (KPIs).
We do not hide behind 50-page reports full of vanity metrics. We set real indicators from day one: more sales, more bookings and more qualified leads. If it does not impact your bottom line, it is not real marketing.
- 02
Continuous contact: we are here for whatever you need.
Forget endless support tickets or talking to a sales rep who has no idea what happens on your site. You get fluid, constant communication with the specialists who execute your strategy, working as an extension of your own team.
- 03
No lock-in: no fine print.
We do not believe in fine print or holding clients hostage with 12-month contracts. Our best guarantee is work done well. If you stay with us, it is because you see your business grow month after month. Total freedom, absolute transparency.
FAQ
Have a question about customer experience?
We’re here to answer them. And if any remain, let’s talk.
Talk to an expertWhat is a Customer Journey Map?
It’s the representation of your customer’s entire journey with your brand, point by point: from discovering you to after-sales and recommendation. At each stage we map what they do, what they feel and what obstacles they encounter. It serves to see the experience through the customer’s eyes and spot where we delight them, where we frustrate them and where we lose them without realizing. It’s the foundation for improving the experience with judgment.
Isn’t this marketing instead of CRO?
It’s both, and that’s where its strength lies. Classic CRO focuses on immediate conversion, but conversion doesn’t end at the first purchase: a customer who returns and recommends multiplies the profitability of all your marketing. Working on Customer Experience is extending the logic of CRO to the whole customer lifecycle, not just the first “buy”.
Does it work for service businesses or only for ecommerce?
It works for any business that has customers, and especially for service businesses, where the relationship is continuous and experience is everything. In services, loyalty and recommendation are usually the main source of growth. We adapt the experience work to your model, whether ecommerce, services, subscription or B2B.
How do you measure whether the experience improves?
With satisfaction and loyalty metrics like NPS (likelihood to recommend), satisfaction surveys, recurrence rate, customer lifetime value (LTV) and the volume of reviews and recommendations. We establish an initial snapshot and measure the evolution, so improving the experience isn’t a feeling but a figure you can watch grow.
How is this different from customer support?
Customer support is a specific point of the journey: it resolves doubts and issues when the customer gets in touch. Customer Experience is the whole thing: the design of the complete journey, from first touch to after-sales and recommendation, so the experience adds up at every touchpoint and not only when something goes wrong. Good support is an important piece, but it’s one piece; we work on the whole so the customer returns and recommends.
How much does a Customer Experience project cost?
It depends on the scope: mapping the journey and polishing a few touchpoints isn’t the same as redesigning the whole after-sales and setting up a loyalty program. We start with the Customer Journey Map to see where you’re losing customers and which improvements deliver the most return, and from there we give you a fixed proposal. The math that matters is simple: retaining a customer costs considerably less than acquiring a new one, so the investment is measured against the value of the customers who don’t return today.
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