Mitre 10
Nailing Mitre 10’s CX Strategy.
Background
With changing market dynamics at play and a rise in customer expectation Mitre 10, New Zealand’s largest home improvement store, wanted to assess their end-to-end customer experience to identify what mattered most to their customers and to set a clear vision, strategy and the practical tactics to deliver an exceptional in-store and online customer experience to the ever changing needs of their customers.
The challenge
Mitre 10 approached D&Co to help develop their CX Strategy for the Retail and Trade businesses to act as a north star for the business and provide clarity on what matters most to customers.
“It’s been an exciting journey and we continue to support Mitre 10 with their CX roadmap.”
— Russell Douglas, Founder & Principal Strategist, D&Co
Developing the Mitre 10 Moments that Matter Customer Experience Strategy.
Our solution
As our customer expectations change with an increasing demand for convenience, true omni-channel, and an expectation that the customer experience be elevated to the same level offered by other cutting edge industries Mitre 10 sought out a best in class CX partner.
Using D&Co's proprietary Experience Innovation System we developed Mitre 10’s CX strategy for both Retail and Trade. Using a statistically driven approach we developed our voice of the business, voice of the team and voice of the customer insights reports to anchor our strategy.
Armed with deep customer insight from rigorous qualitative and quantitative research we developed the CX ‘Moments that Matter’ Strategy - a platform for future growth having identified the key areas and needs that matter most to Mitre 10 customers across the end to end shopper experience from inspiration and research to delivery and recognition.
In addition to this CX work, we also helped Mitre 10 develop new innovation led thinking and presented a Keynote and design thinking workshop at their Trade conference.
It’s been an exciting journey and we continue to support Mitre 10 with their CX roadmap.
Jules Lloyd-Jones, Chief of Customer Marketing & Inspiration at Mitre 10 and/or Derek Heard, GM Trade at Mitre 10 would be happy to provide a verbal reference as required. Please reach out to Russ in the first instance.
Deliverables:
Desktop research. Mystery shopping. Shopper missions. Assumed journey mapping. Ethnographic research. Quantitative research. Synthesis. CX Strategy formation. Keynote presentation and large scale conference workshop facilitation.
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