Mexx

For fashion retailer Mexx, TOTE-M has supported the board team with the determination and formulation of the customer (experience) management strategy during the summer of 2007. This strategy concerned the direct channels as well as all the different outlets (flag stores, shop in shops etc). Much attention has been devoted to translation of the brand DNA and the chosen customer relevancy strategy (product as dominator and experience as differentiator) into service and improvement across all touch points specifically of the brand icons (moments of differentiation). The service was differentiated for three loyalty groups of customers. Subsequently TOTE-M delivered an important contribution to the operationalisation and actual delivery.