This traditional shopping network had lost its competitive advantage as ecommerce options flooded the market. The company needed a way to reinvent itself through an in-depth understanding of new and existing customer needs, behaviors and shopping patterns.
Company leaders and strategists participated in Impact by ExperiencePoint workshops, where they learned to understand their customers’ experiences. The company realized the benefit of thinking of their customers in life stages and considering the ways their needs evolved over time. They identified different shopper communities and connected them based on shared interests. Finally, they analyzed demographic tastes and trends and created unique experiences, such as connecting shoppers to influencers and creating incentives to post about their purchases.
The company launched several exciting projects that offered customers an enhanced and unique shopping experience. New initiatives included a voucher system for customers to share discounts with their friends and an ethical-sustainability shopping score that shoppers can broadcast with pride to their networks. The company also created a Q&A feature, so that customers can ask product-related questions to certified experts.
