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

Discover how Behavioural Response helped key manufacturing players use Customer Journey Optimization to improve their customer experience and journey

Industry: Manufacturing

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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 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
  • Study offline, buy online
  • Research online, buy online

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

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