Case Study: Michelin achieves improved customer communication and increased sales with UXPressia

How Personas Help Michelin Improve Customer Communication

Michelin, the global French tire manufacturer, needed to improve customer communication and regional go-to-market execution while operating in diverse foreign markets. To capture cultural differences and the best channels for contacting customers, Michelin’s CX team created customer profiles and adopted UXPressia’s Customer Personas tool (discovered in 2018) to capture and share those insights across its network.

UXPressia’s easy-to-use Personas tool (and later customer journey mapping capabilities) let Michelin build, update and share personas company-wide, linking them to internal marketing materials and making them accessible anytime. By using UXPressia, Michelin improved regional communications, launched many successful regional projects, hit sales goals, and increased customer satisfaction, loyalty and sales.

Michelin

Pierre Montel

Customer Experience Manager