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Our client, a UK home improvement retailer, engaged us to enhance their customer experience and reinvent their digital culture. The organisation was facing poor digital processes and a growing disconnect between the online and in-store customer experience. 

We worked with them to identify the current customer experience and to cultivate and embed a digital culture that connected both the online and in-store experience. Through customer and client workshops, listening sessions and market analysis, we developed a roadmap that outlined the changes needed across the customer experience journey to achieve the organisation’s strategic goals.  

We provided a full review of both their customer experience and digital processes, from customer engagement through to purchase, customer retention and growth. Our recommendations considered market competitors and provided insights to develop a seamless digital experience for customers to drive sales and improve both team member and customer retention. 

Summary of work

  • Customer experience
  • Digital culture
  • User research
  • Customer retention