Toyota Happiness

Re-envisioning Toyota’s Omni-Channel Experience

For Toyota’s new happiness framework, I led the workshops and spearheaded the development of creative territories aimed at re-envisioning an omni-channel, post-purchase experience. Our goal was to activate Toyota's brand vision—producing happiness for all—by creating a cohesive and emotionally engaging email customer journey.

approach

I facilitated a series of dynamic workshops that brought together cross-functional teams, including creative, strategy, and customer experience experts. Through collaborative brainstorming and data-driven insights, we explored various creative territories that could best capture the essence of Toyota’s vision.

• Workshops: I guided the discussions, ensuring every idea aligned with our core objective of fostering happiness and connection.

• Creative Exploration: We mapped out innovative omni-channel strategies that bridged Toyota’s traditional values with modern customer expectations.

• Collaboration & Iteration: The process was highly iterative, with each session refining our creative direction to ensure relevance and resonance with our audience.

impact

The result was a robust creative framework that provided clear direction for rebranding Toyota’s customer EDM interactions. By articulating these creative territories, we laid the groundwork for an omni-channel experience that:

• Enhanced Customer Engagement: The new framework resonated deeply with users, inviting them to experience Toyota in a fresh, emotionally engaging way.

• Strengthened Brand Love: By aligning every touchpoint with the promise of happiness, we built stronger relationships and increased loyalty among our users.

• Activated the Vision: Our work not only re-imagined the experience but also directly contributed to activating Toyota’s commitment to producing happiness for all.