Global Director of Customer Experience Thomas Mueller talks about creating strategies and experiences that are simple, clear, honest and delightful.

Aligning experience with brand promise

Global Director of Customer Experience Thomas Mueller talks about creating strategies and experiences that are simple, clear, honest and delightful.


Customer experience strategy

What's the best way to reach your customers? What do they want to know, and how do they want to learn it? Which kinds of interactions will increase their satisfaction, loyalty and affinity for your brand?

When you communicate with your customers in the way and at the time they prefer, they're more likely to listen, to remember and to engage.

Our approach to customer experience strategy identifies what, when and how you should communicate to drive customer engagement and satisfaction. We dig deep to understand both your business goals and your customers' needs, and explore them in light of your internal and external environments. We examine all phases of the customer life cycle—determining what your customers need to know and want to do at each step and, especially, what will motivate them to deepen or broaden their relationship. Then, we determine how to deliver the right information at the right time through the right channels. In a nutshell, we map the ideal customer journey.

Once we envision the ideal, we can objectively gauge the effectiveness of all your current touchpoints. By comparing the ideal customer journey to the current one, we show you which touchpoints you should enhance, transform and eliminate to truly align your communications and experiences with your customers' needs.

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