‘express’ is a streamlined experience design process that ensures everyone in your organisation - from the boardroom to the stockroom - understands how to deliver your brand’s promises.
‘express’ is born of the tried and tested methodology we’ve used to define, design and develop customer experience strategies for numerous automotive brands, to drive positive cultural and operational change.
However, unlike these large-scale programmes, 'express' has been stripped down for speed, so as you can start to build a better experience for the future, now.
Every organisation needs a fast, effective way to help all their employees express what it stands for in the marketplace - a ‘shorthand’ that immediately captures what makes your brand, you - and one that won’t leave customers feeling shortchanged.
‘express’ has been designed to help everyone deliver your promises and the output is four simple tools that everyone can use:
- a Pocket Guide, a Positioning Handbook, a Delivery Guideline and a Sales and Service Process Map.
As the market takes a positive turn, taking the ‘express’ route means your toolkit could be ready for the new year and the welcome return of everyone’s fortunes.
Working closely with you, we can quickly co-create a retail experience toolkit to support a new focus on improving customer satisfaction and loyalty, for launch in the new year.
Here's what you get* at the end of the express project...
A simple but effective, ready-reckoner to include:
➺ Your experience mission statement - an expression of what you want to be famous for because of the experience your customers receive.
➺ Your experience proposition - an actionable idea that everyone can understand, buy into and get behind.
➺ Your staff values - a clear description of the company’s beliefs and the manner in which you’d like them delivered.
➺ Your customer promises - a handful of key activities that underpin getting both the fundamentals right and creating moments of surprise and delight.
A brief but beautifully designed explanation of:
➺ Why the customer experience is so vital in today’s consumer-driven world
➺ Your experience mission statement and proposition - what are they and why are they so.
➺ Your staff values and customer promises - and how they uphold the promises you make as a brand.
➺ Your customer journey and the key touchpoints within.
➺ The value of creating a community of loyal customer advocates.
➺ The measurable benefit of the programme and to whom.
A functional and well-thumbed daily reference to include:
➺ A more detailed explanation of your customer journey.
➺ A description of the key roles and how everyone can play their part.
➺ A step by step guide through the customer journey describing what we’re trying to achieve, customer expectations and the key activities required to get the fundamentals right and create moments of surprise and delight.
A highly visible wall-chart that keeps the programme:
➺ The customer journey and where each step takes place.
➺ A brief resume of the key activities from the Delivery Guidelines by journey point.
➺ For use as a training tool, a reference for team meetings and a prominent reminder of what’s expected.
*excluding print production.
The big benefits of ‘express’, as the entry-point to building a better experience are:
✓ Allows for instant, shared understanding of your experience idea
✓ Allows re-use of assets in the development rather than re-invention
✓ Allows you to drive a consistent set of behaviours and activities at retail
✓ Allows for a prototype platform for many other organisational situations
✓ Allows you to move away from an internal focus and shift to an external perspective
✓ Allows the growth of your experience strategy over time
✓ Allows you to get cracking in the new year with a renewed focus
on your most important assets - you customers
'express' puts you in control of the experience which you
- and your customers - expect your brand to deliver.
While 'express' is a brand new product from Meda, we've been designing and delivering experience strategies for many of our clients,
usually on a much larger scale. It's this experience that you can benefit from with 'express'.
Here's a few examples of our larger project experience. Click the link at the end to jump to the full stories at our main site.
In 2008, Nissan decided to launch Infiniti, its premium brand, into Europe, the world’s most discerning market. Developing innovative new ideas and adapting elements from our findings, we plotted the foundations for the ideal experience throughout the customer journey. Overall, we defined the strategy, identity, environment, communications and internal training and engagement programmes.
In sync with a distinct step-change in product evolution, Meda worked with KMUK to define, design and develop a new retail customer experience including customer journey mapping, gap analysis, proposition development and programme identity. Our remit was then extended to craft detailed experience delivery guidelines for dealership staff including sales and aftersales processes and training collateral.
Commissioned in early 2011, Meda have be working with Volvo to deliver an experience strategy, aligning places, people and messages across the network, with the aim of creating a more effective - and carefully planned – retail sales and service environment. The project has now moved to the important delivery phase, seeing our ideas deployed through individual site planning, processes and training materials.