Steel industry, health care and everything in between

Our clients operate in various industries and are in different phases of developing their systematic competitive advantage management.
Our methodology generates enduring growth across industries and revenue models.

Happier
customers

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Improved customer service became a crucial development area in Caruna: an electricity distribution company could offer excellent customer experience like any other company. For Caruna, meeting customer expectations had become a priority as high as building and maintaining their electricity network. We set out to develop a new kind of customer mindset for Caruna.

Customer thinking to the whole organization

We began building a better customer experience by defining Caruna's customer segments and creating a customer journey for each segment. The work was carried out between 2016–2017 through extensive customer surveys and workshops with the Caruna personnel, where everybody got a clear view of different customer types and the various phases of their customer relationships. Through customer journeys, each segment and touchpoint got a function or person responsible for customer experience.

Successful implementation

A customer-driven mindset was implemented to Caruna personnel with a tailored program, including a theme day for the entire personnel with workshops, and an e-learning training. A visible boost in customer experience was immediately noticed by the continuous measurement tool provided by our partner WheelQ. As a result, operations in the whole customer interface became clearer, personnel's motivation improved and there was a sharp increase in customer satisfaction.

"BrandWorxx has brough a unique customer-driven thinking to our operations. We have understood the role of every process and employee in creating customer experience and building the Caruna brand. BrandWorxx consultants bring their expertise with a casual, hands-on attitude, making them easy to work with."

Elina Lehtomäki
Business Development Manager, Customer relationships
Caruna Oy

Some of our clients

Caruna

Customer experience research and implementation, service portfolio description

Neste

Long-term brand value monitoring and strategic support

Lemminkäinen

Brand portfolio and hierarchy, customer research

Nammo

Customer insight research, brand hierarchy, differentiation strategy and implementation

Fredman
Eskimo
Outokumpu

Brand differentiation strategy and implementation

Technopolis

Customer experience research

Rapala

Brand value and growth plan

Ymparistömerkki
Finnair

Customer-driven business concept

Lapua

Differentiation and growth strategy, implementation and continuous brand value monitoring

Outotec
SK

Brand identity and concept, implementation and brand value

DNA

Brand differentiation strategy

OP
ISS
Atria
MTV3

Brand portfolio strategy and brand value

Storaenso

Brand differentiation strategy and implementation

Glaston

Brand differentiation strategy and implementation

Mandatum
Sisu

Customer-driven business plan and brand strategy

Terveystalo
Microsoft

Local brand sales strategies for Xbox and Surface

Helvar
Vihtavuori

Differentiation and segments, implementation, brand identity and brand value

John Deere

Customer experience research

Amiedu

Differentiation and customer promise