Discover how Behavioural Response helped key manufacturing players use Customer Journey Optimization to improve their customer experience and journey
Industry: Manufacturing
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).
The objective was for Tesa to keep up with the shift in their customers’ behavior. Indeed their non-linear behavior was impacting Tesa sales funnels because they could:
Tesa’s objective was to increase profitability by improving the customer experience and brand loyalty.
A Customer Journey Mapping Pilot following Behavioural Response Customer Journey mapping seven steps approach was implemented in Thailand to make it possible.
A better understanding of their customer
Visualization of customer needs and experiences
Concrete following actions quickly found and prioritized
Product Owner (PO) can significantly impact the project’s execution process as well as the outcome.
Decrease your omnichannel costs by executing it strategically.
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2 Woodberry Grove, London N12 0DR, United Kingdom
Tel: +44 20 3769 9508
