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).

© 2020 by APRIL Partners

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