Case Study
Digital-Driven Personalization to elevate a leading home decor brands' In-Store Experience
CX Challenge:
As India's home furnishing forerunner, this brand's premium standalone outlets presented a vast array of home décor solutions. The objective was twofold: morph their sales personnel from mere transaction handlers into insightful advisors, and simultaneously, fuse the physical store experience with their e-commerce platform, using tablets to craft a seamless omnichannel journey.
CX Approach:
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Strategic Collaboration: Engaged cross-functional teams to dissect the current customer journey, spotlighting and mitigating friction points.
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Tech Integration: Incorporated tablets into the sales process, empowering advisors to offer customers a cohesive view, bridging the in-store experience with online possibilities.
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Service Reimagination: Designed a captivating service framework, positioning their advisors as curators of holistic home solutions, rather than just transaction facilitators.
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Brand Realignments: Established new in-store brand guidelines to solidify this evolved approach, supplemented by a robust training module to ensure seamless execution.
CX Impact:
By pivoting from transactional to consultative selling and intertwining it with an omnichannel experience, customer engagement durations expanded, subsequently boosting the average basket size.