02 · Shifts
Experience Shift: customer journey and brand experience
We turn every touchpoint with your brand into a reason to come back. We connect what the brand promises with what customers actually experience – online, in store and in service.
What's included
- Customer journey
- Services & touchpoints
- Brand experience
When an Experience Shift makes sense
Customers like the brand but don't come back. Communication promises one thing, and the store or service delivers another. Each department sees only its own piece of the customer journey.
What we change
We map the customer journey end to end, find the moments that decide whether people return, and redesign services and touchpoints around them. For Creammy we connected brand strategy, seasonal campaigns, in-store events and the loyalty programme into one direction across the whole customer journey.
Clients we shifted this way
Frequently asked questions
What is the difference between customer experience and brand experience?
Customer experience is everything a customer goes through with your company. Brand experience is how that journey expresses what your brand stands for. An Experience Shift works on both, so they tell the same story.
Does an Experience Shift include physical stores?
Yes. Touchpoints include stores, events, service and customer care, not only digital channels – as in our work for Creammy.
Can it run alongside a campaign?
Yes. Each shift works on its own, but an Experience Shift often goes together with a Communication Shift, so that what the campaign promises is what customers get.