CX Transformation

A leading North American home hardware retailer faced increasing competition from both traditional competitors and emerging digital-first players. The client needed to better understand evolving customer preferences and purchasing behaviors to inform their strategic decision-making. Our client engaged us to conduct comprehensive customer research to identify pain points, opportunities for differentiation, and actionable insights to enhance the customer experience and strengthen market position

Our team implemented a multi-faceted research approach to gain deep insights into the client's customer base and competitive landscape:

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1. Customer Research Interviews

• Conducted in-depth interviews with diverse customer segments across multiple regions
• Utilized both in-store and virtual interview methodologies to capture a broad range of customer experiences
• Explored the complete customer journey from initial research to post-purchase support
• Identified key decision factors and pain points in the purchasing process

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2. Competitive Landscape Analysis

• Performed detailed secondary research on direct and adjacent competitors
• Analyzed competitor strengths, weaknesses, and unique value propositions
• Mapped competitive positioning across price points, service offerings, and customer experience
• Identified market gaps and potential areas for differentiation

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3. Customer Trends Research

• Examined emerging trends in home improvement and DIY markets
• Analyzed changing consumer behaviors and preferences in the post-pandemic retail environment
• Researched technological adoptions influencing purchasing decisions
• Evaluated sustainability considerations and their impact on buying choices

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4. Data Analysis and Insight Generation

• Synthesized qualitative findings from customer interviews
• Integrated primary research with secondary market analysis
• Identified recurring themes and strategic opportunities
• Developed actionable recommendations aligned with business objectives

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Our research and analysis delivered significant value to the client through:

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Enhanced Customer Understanding

• Created comprehensive customer personas reflecting diverse needs and behaviors
• Mapped the end-to-end customer journey with identified pain points and moments of truth
• Provided insights into untapped customer segments with growth potential

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Strategic Recommendations

• Developed targeted strategies to address specific customer pain points
• Identified opportunities to differentiate from competitors through service innovations
• Recommended technological enhancements to improve omni-channel experience
• Provided roadmap for implementation prioritized by impact and feasibility

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Business Impact

• Informed the client's three-year strategic plan with customer-centric initiatives
• Enabled data-driven decision making for resource allocation
• Provided clear metrics for measuring customer experience improvements
• Positioned the client to respond more effectively to emerging market trends