Chief experience officer persona
Owns the customer lifecycle from first touch to renewal — merch is part of every moment that matters.
Who they are
Chief Experience Officer (CXO) reports to CEO, owns customer experience across marketing, product, support and customer success. In role 4-9 years, often ex-CMO or ex-COO. KPI: NPS, retention rate, customer lifetime value. Owns the moments-that-matter map and decides which moments deserve a physical artefact.
What they want from a supplier
Wants: a partner who builds a coherent kit system across onboarding, first-value, renewal and loyalty milestones; ships in 5 days; lets the CX team trigger sends from their CRM (Salesforce, HubSpot, Iterable); reports back recipient confirmations into the customer record. Hates: a partner who treats every order as a one-off and breaks the moment-system into 47 unrelated POs.
Pricing — Italy
EUR pricing excluding IVA 22%. MOQ tier 100/250. Lead 5-8 days, rush +35%. Production hub: Milano.
FAQ
What is the minimum order?
No fixed minimum — for screen and embroidery economies start at 50+ units; DTF and UV print from 1 unit.
How long is production?
Standard 5-8 working days, rush +35% delivers in 3-5 days.
What payment terms?
50/50 for new clients, net-30 from order 4, net-60 for enterprise with credit insurance.
Do you sign NDA?
Yes — mutual NDA is standard for product launches, M&A and confidential campaigns.
Can you ship abroad?
Yes — we ship within the EU and to the UK, US, GCC and CIS via tracked carriers.