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Tesa rocks their customers' world by making their journey unique with the Customer Journey Optimization

ABOUT TESA:

Industry: Manufacturing

Website: Visit Now

Better understanding of their customer

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Visualization of customer needs and experiences

Concrete next actions easily found and prioritized

Tesa is a leading manufacturer of pressure sensitive adhesives serving the appliance, automotive, building supply, electronics, industrial, paper and print, and transportation industries.

Tesa is one of the world’s leading manufacturers of technical adhesive tapes and self-adhesive system solutions (more than 7,000 products) for industrial and professional customers as well as end consumers. Since 2001, tesa SE (4,926 employees) has been a wholly owned affiliate of Beiersdorf AG (whose products include NIVEA, Eucerin, and la prairie).

Scope of the engagement

The objective was for Tesa to be able to keep up with the shift in their customers’ behavior. Indeed their non-linear behavior was impacting Tesa sales funnels because they could: 

  • Research offline, purchase offline
  • Research online, purchase offline
  • Research offline, purchase online
  • Research online, purchase online

Tesa objective was to increase profitability by improving the customer experience and brand loyalty.

To make it possible a Customer Journey Mapping Pilot following Behavioural Response Customer Journey mapping 7 steps approach has been implemented in Thailand.

 

 

Are you ready to get answers for your Customer Journey Optimization questions ?