Premium grocery retailer investigates ways to transform
Challenge
Propose ways to improve the current shopping experience - by offering more exciting customer journeys & superior service, clearly rooted in the distinctive brand purpose, the brand is famous for.
No implementation budget, provide a scaled range of ideas to take to the board to discuss scenarios and create momentum for brand transformation.
Work
Working with a wide, cross-discipline client team, we looked at global trends and best practices across sectors & picked directions for development.
Split into smaller groups, we ran four days
of workshops, developing & prioritising ideas across omni-channel shopping journeys
of several consumer archetypes.
Work
Remote and in-person retail & HQ staff interviews - across disciplines, seniority & geographies.
Mystery shopping across formats.
Consumer, competitor & trend analysis.
Customer journey mapping.
Working sessions to discuss progress
& receive in-room feedback.
Outcome
Over a hundred experience ideas.
Across Communications, Environments, Operations, Staff behaviour & Tech.
Within distinctive customer journeys
(from Initial brand awareness
to Post-purchase evaluation).
Prioritised, phased and supported
by client teams across markets & seniority.
Outcome
Five big ideas (e.g. reusable packaging), in three levels of execution each:
⏤ Step (little investment, could implement tomorrow)
⏤ Stretch (mid-level, could do within months, requires some preparation)
⏤ Leap (touchpoint reimagining, requires a business case & further approval).