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Omnichannel Business Challenge
The client faced stagnating sales growth, declining customer satisfaction, and inconsistent service delivery across digital and physical channels. Key pain points included Fragmented Customer Journey’s across painpoints, low Net Promotor scores (NPS) due to poor post-purchase support and high cart abandonment rates and low task completion of digital platforms.
| Metric | Baseline | Post-Implementation | Improvement |
|---|---|---|---|
| Sales Revenue | €1.2B | €1.45B | ↑ 21% |
| Net Promoter Score (NPS) | 38 | 54 | ↑ 42% |
| Digital Task Completion Rate | 63% | 75% | ↑ 19% |
Our consulting firm implemented a Customer Experience Transformation Strategy based on three core pillars: First, we conducted in-depth customer journey mapping using ethnographic research, interviews, and digital analytics to uncover key friction points such as poor mobile UX, inconsistent inventory visibility, and lack of personalization. Second, we redesigned the digital experience with a mobile-first approach, integrated AI-powered product recommendations and real-time inventory updates, and deployed a unified CRM system to support personalized engagement. Finally, we empowered employees through training in empathy-driven service and digital tools, and established a closed-loop feedback system leveraging real-time NPS and sentiment analysis to continuously refine the customer experience.
- Cross-Functional alignment between marketing, IT, and operations.
- Data-driven decision-making using real-time analytics and customer feedback.
- Agile implementation with iterative testing and rapid deployment cycles
Client
EMEA Fashion Retailer
Date
11 December 2020
Category
Customer Experience
Location
EMEA