Challenge
Evolving the customer journeys for empathetic service
A major UK optician chain was in the process of evaluating investment into an Oracle CRM platform. This was a largely technical evaluation but the opportunity to assess the impact on the customer journey was taken and this short piece, commissioned by the CIO, was viewed positively by the wider business
what we achieved and outcomes
Evolving the customer journeys for empathetic service
Achievements
·· Designed sample personas and journeys relevant to goals
· Facilitated workshops to transfer knowledge insight and experience
· Created recommendations, integration and alignment with wider IT programme
outcomes
· 12% increase (+300,000) in repeat sales
· Facilitation of fully redesigned customer journey in retail store
· Methodology and knowledge transfer
Sales Increase
+2%
Repeat Visits Increase
300,000
Efficiencies
+7%
Our View
By identifying improvements in a specific customer journey area we could demonstrate the value in retail store experience change.
Get In Touch
01865 699060
welcome@customer-engagement.co.uk