Versuni, formerly part of Philips, manages a diverse portfolio of consumer products ranging from air fryers to coffee machines.
Despite their product quality and global reach, Versuni faced challenges with fragmented customer journeys.
Customers encountered friction at multiple stages, from unclear product information during pre-purchase to limited support after the sale.
Versuni partnered with TCXA to resolve these gaps and deliver a seamless, satisfaction-driven experience.
Versuni’s fragmented customer journey created several key challenges:
Pre-purchase confusion: Customers struggled to access clear product information, leading to frustration and lower conversion rates.
Inconsistent onboarding experiences: Buyers found it difficult to understand product usage, resulting in unnecessary service inquiries.
Weak post-purchase engagement: A lack of follow-up communication and support meant missed opportunities to build trust and retain customers.
Without a cohesive strategy, these pain points risked eroding satisfaction, reducing retention, and limiting long-term loyalty.
TCXA designed and implemented a comprehensive strategy to unify Versuni’s customer journey and improve overall satisfaction.
Journey mapping across key stages: We analyzed the customer lifecycle, pinpointing friction points during the pre-purchase, onboarding, and post-purchase stages. This enabled us to address the most critical areas first.
Customer research to guide messaging: Through in-depth research, we identified what customers needed most at each stage, from clearer product information to tailored onboarding content.
Post-purchase engagement strategies: We introduced proactive support and follow-up communication to reinforce customer satisfaction, strengthen relationships, and encourage repeat purchases.
Improved Satisfaction Scores: Customers reported a smoother experience, with fewer frustrations during the purchasing and onboarding processes.
Higher Retention Rates: Proactive post-purchase engagement led to an increase in repeat buyers across key product categories.
Stronger Customer Trust: By addressing gaps and creating consistent touchpoints, Versuni earned higher levels of loyalty and advocacy.
Through meticulous research and journey design, TCXA transformed Versuni’s fragmented experience into a cohesive journey that reflected the brand’s quality and customer commitment.
The result? A customer journey that drives satisfaction, loyalty, and long-term growth.
Let’s map out a seamless retail experience—contact us today!
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