Muji

Customer Experience Strategy

Muji is a well-known Japanese retail brand known for its simple, minimalist designs and high-quality products. The company has a strong reputation for providing a unique and satisfying customer experience both online and offline.

Their Challenge

Drive online communities through relevant SMS coupons to stores within time slots by Covid-19 and in-store activities. Activate offline community for enrichment of customer data. However, Muji was facing a problem with activating its online and offline communities to enrich customer data. The Customer Experience Agency (TCXA) was brought in to help Muji solve this problem. We approached the project with a focus on a progressive corporate shift to a customer experience (CX) company. Building the CX strategy from the ground up and supporting the transformation.

Our Approach

The Customer Experience Agency (TCXA) was brought in to help Muji solve this problem. We approached the project with a focus on a progressive corporate shift to a customer experience (CX) company. Building the CX strategy from the ground up and supporting the transformation. Our first step was to conduct a thorough analysis of Muji's existing customer experience, identifying pain points and areas for improvement. We then developed a comprehensive CX strategy that addressed these issues, focusing on creating a seamless, consistent experience across all channels and activating the company's online and offline communities to enrich customer data. To execute this strategy, we worked closely with Muji to support the transformation of the company into a CX-focused organization. This included creating and training dedicated CX teams, implementing new technologies and processes to improve service and experience, and building a customer-centric culture across the organization. In addition, we supported Muji in building a robust customer data management system. This allowed the company to gain a deeper understanding of its customers and provide more personalized and relevant experiences.

The Outcome

The outcome of this project was a significant improvement in online activities and in-store experience for Muji's customers. Customers were able to find the information and support they needed more easily, and reported feeling more satisfied and valued as customers. As a result, Muji experienced increased customer loyalty and sales. Additionally, the company was able to gain deeper insights into customer behavior and preferences, which helped inform its business decisions and product development. Global corporate turning into a CX oriented company. Creating CX strategy & transformation roadmap. Execution was key, market by market, store by store, making CX progress.