The first step is an initial consultation to understand your specific needs and challenges. This can be done in person or over the phone.
What are you trying to do? What does your current customer experience look like? What does success look like? How are you going to measure success? Overview of current customer journey? What’s your budget?
After the initial consultation, the Mussay team will conduct a thorough analysis of your customer experience journey to identify your pain points and areas that need improvement.
Your relationship with your customers is unique to your organisation and no two projects are the same, so first we learn about your specific opportunities, blockages and needs. We’ll listen to your team and identify which areas will benefit from our unique tried and tested programme to create a more engaged, motivated, and satisfied customer base. A well scoped project provides clear direction and ensures accountability.
For OEMs and large groups, we have further meetings with representation from the network, to obtain a broader insight.
Based on the investigation, the Mussay team will design your bespoke presentation packs, tailored to your specific needs. These will be presented in the form of high-quality visuals, bringing the creative ideas from the research together visually.
Review the designs and feedback.
Delighted customers come back, tell their friends and spend more.
Want to stand out from the crowd?
Following your approval of the designs, the Mussay team will move forward with production of your presentation packs, ensuring high-quality materials and attention to detail in every aspect of the design.
Mussay will source and assemble your packs and develop a product launch and distribution format.
Your presentation packs would be delivered, depending on your location preference. Projects may vary.
This is where everything comes to life. To ensure maximum value for your dealership(s), team Mussay will create training materials including videos and other assets for your team to provide guidance on how to use your presentation packs effectively to enhance your customer experience and achieve your desired results. This will include video training on how to use the assets and engage with your customers to get the desired outcome for your dealership(s).
For OEMs and large groups, we will be in contact with your training department to ensure smooth delivery and implementation.
All projects are reviewed to ensure you are happy with everything.
6-month reviews: Team Mussay will follow up with you on a 6-monthly basis to ensure that your presentation packs are achieving the desired results. Any necessary adjustments or refinements would be made based on your feedback and data analysis.
3-year major review. What are your current opportunities and what needs improving. Usually, this stage is an overall revamp and re-launch of a new design.
Remember, if you want to surprise and delight your customers, you need to keep your experiences alive and fresh.
We can help you create customer experiences that generate more opportunities to do business.
Start improving today
"It's time to go electric, I've added a Porsche Taycan Turbo S to my garage! I've bought the EV to get a feeling for what it's all about; whether that's drag racing, road trips or the Nurburgring, there's a big journey ahead that's going to start with some big changes."
See one of our packs in action.
The Bentley team wanted to create an emotional connection with its clients - a luxury handover pack to be received at point of handover. The Bentley Experience pack has been designed with simplicity & luxury in mind. It is complemented with a handwritten thank you card from the person who managed the journey.
We created an experience that proudly reinforced Lexus as a Japanese vehicle manufacturer, it also reduces time with handovers, whilst creating ‘delight’ for the buyer. We created an effective, authentically tailored solution.
Lexus said: “Our customers love them"
For the special edition Exige, Lotus needed merchandise that came together in a fun way, reinforcing the quality and style of this car. Our packs create a huge impact on the new owners who were not expecting a full set of racing memorabilia, the social media exposure with handovers is now well documented.
For premium clients Porsche needed a handover experience that would wow someone buying their first Porsche and be timeless enough to impress someone buying their tenth. Working with Porsche gave us a brilliant opportunity to demonstrate the power of personalisation and handover excitement.
