MMK Marketing's experience design process, focusing on customer insights and comprehensive ideas, fueled our innovation and growth to pivot the Microsoft Store customer support offerings online when we closed our physical retail stores. Their expertise in addressing pre and post-pandemic shopping behaviors was key to aligning teams and initiatives for a world-class customer experience. Thanks to their mapping expertise, we evolved our customer journey to support customers whenever and wherever they need support.
Sr. Director, Integrated Marketing Services, Microsoft Store
Despite our extensive research, we chose MMK Marketing for our second collaboration due to their invaluable customer journey mapping expertise. Together, we created a next-generation, world-class digital assisted shopping experience for our US consumers, with a focus on humanizing the customer journey. Their collaborative approach, flexibility, and adaptability allowed us to work under tight timelines and exceed our project objectives. MMK Marketing provided a clear vision and strategic plan, focusing on key areas such as assisted shoppers, pre-purchase and post-purchase assistance, and unassisted shopping experiences. Their work resulted in valuable insights and opportunities that humanized the assisted shopping experience. I highly recommend MMK Marketing to any organization looking to elevate their customer journey mapping and create a world-class assisted support experience with measurable results.
Director, Customer Innovation & Marketing at Microsoft
The decision to work with MMK was easy for Ellie Mae and the results have been more than satisfying. Within our fist 60 days we launched two new social platforms, initiated a round of new email marketing strategies and went live with our digital marketing strategy.
COO, Ellie Mae Studios
MMK worked with us to design a set of customized mats and risers to showcase PCs in our retail stores. They created a custom substrate for these mats that have been both functional and durable. These materials have lived in our stores for a few years with little to no visible wear and tear. We haven't needed a full refresh of this merch, since it launched
Computer Project Manager, Staples USA
MMK's ability to communicate effectively with our key retailers and be creative has had a positive impact on our business. I highly recommend MMK as they have been a great addition to our business to help drive growth of the Char-Broil brand in Canada. I highly recommend MMK.
Former Director Canada, Char-Broil
HOW IT WORKS
Experience design and customer journey mapping is a data-influenced process that focuses on outcomes. It balances short-term wins against long-term profits.
1. HARVEST INSIGHTS
You’ll start by untangling your challenges and identifying your opportunities.
Here you’ll nurture ideas that will become bigger and better realities.
2. A LEAN, AGILE, FAST, AND SMART PLAN OF ATTACK
Using our RetailRxTM framework, you’ll reimagine what tomorrow can look like.
You’ll emerge with a prescription for an exciting future-forward experience for you and your customers.
3. NOW WE IMPLEMENT
Plans are only as good as their implementations. And Implementations are only as good as the people doing the work.
We can do it for you using our network of experts. Or we can support your team with a dedicated group of advisors to help you along the way.
4. PRESSURE TEST
Long-term profitability requires more than set it and forget it. Together we’re going to test your new strategy. Aggressively.
Armed with the right KPIs we’ll help you determine the financial impact of your new strategy and performance test your brand.
5. DOUBLE-DOWN ON YOUR WINS
Once performance tested, you’ll celebrate your successes and push them further. Find new gaps in the marketplace to exploit. Continue to surprise and delight your customers.
Look forward to your next record-breaking quarter. Keep increasing market share. Pioneer a new breed of retail.
Who know the solutions they depended on in the past won’t work in a marketplace filled with disruptors.
Eager to improve the customer experience.
Craving the gains to be had by optimizing every step of the customer journey.
Monica Kwias is the CEO and founder of retail experienced based agency, MMK Marketing. She has 20+ years of creating business impact for her clients, using marketing to drive sales and deliver on ROI. Monica is committed to elevating how marketing and agencies are perceived.
She is also an early stage investor in "New Retail" and looks for strategic partners that are changing what retail is today for tomorrow via data and customer experiences to ensure brands deliver on what customer's are expecting and demanding.
Monica has led North-American retail programs that include a full PC shopping experience at Walmart and Staples, global sponsorships that include Montreal F1 activation program, and creating the first multi-vendor store on Amazon.
MMK is a certified women's owned business with WeConnect International. She is also the marketing instructor for Canada's Trade Accelerator Program (TAP). Monica is considered a Retail Marketing Expert and has been featured on CBC News and CBC Radio.
WORRY LESS AND SELL MORE.
Your bi-weekly guide (launching soon) to what’s working in retail today. What retail will look like tomorrow. And all the things your competition is doing that you’ll probably want to avoid.
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