Customer Experience Strategy
AirUp is a global innovator in the drinking industry that is rethinking the way people drink water and stay hydrated. The Air Up technology allows water flavouring through sent only. Radically different and visionary product, with no hidden small print - additive-free and sugar-free.
Air Up was in the process of exploring the possibility of expanding their services across the globe. They wanted to grow, and had a desire to reach global audiences - thus needed support understanding their customers' needs, expectations and journeys to better target key audiences in selected regions.
We started with a detailed research of the market and competitors, analyzed the data and identified their unique selling point. Then, we highlighted target audiences, based key regions, current customer base and growth projections. We mapped the customer journey to identify improvements that could lead to an increase conversion rates, creating more seamless experience from discovery to purchase. We then built relevant strategies around our findings: how to communicate their value proposition effectively, how to use multiple channels for user engagement, and how to activate users into buying mode with memorable experience moments.
With various activations across digital platforms, integrated with seamless technology driven campaigns, AirUp saw an increase in engagement and overall brand reputation. With tailored content approach and thought through experience moments across the customer journey, customers built greater brand affinity for Air Up’s products. From global disruptor to innovative CX oriented company, with end-to-end capabilities that resonate with customers.