Touchpoint optimisation case studies
Touchpoint Optimisation is not a Strategic Exercise, it's about getting results now
This service is about giving you the information and direction to make decisions here and now. It gives you answers about where you can spend your time and effort, starting today. If you feel your organisation needs to get clear on its longer term strategy, brand positioning and channel delivery, we'd love to help, but it's likely to be via our other services.
Recent Case Studies
Here are some of the projects which show CTO in action. It was through these projects that we developed our methods and process into what is now the CTO toolset. To hear about these in more detail, and talk about other examples, contact us.
Telecom – Retail Digital Touch screens
Channel: Retail | Segment: Retail customer | Touchpoint: Digital Touch screens
Context: A major refurbishment and upgrade program is underway lifting the Telecom retail experience to another level. As part of this process it was important that the in-store experience was de-cluttered and an environment created where customers can become immersed in the possibilities available through Telecom. The project team focussed on sales velocity as a key indicator of the value of the screens in store.
Development Projects: Digital touch screen content development. Creation of a set of design directives for the back-end developers.
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Firestone - Retail Stores
Channel: Retail | Segment: Urban/Metro Females | Touchpoint: Retail Store
Context: With 170 company stores and dealerships, Firestone is the market leader in New Zealand's increasingly competitive tyre sector. Retailers in this market interact with consumers making a 'grudge' purchase in a tight market, heavy price focus and changing consumer expectations. In this context Firestone needed to protect and grow market share. At the same time broadening the their appeal to wider customer base.
Development Projects: Retail store fit-out upgrade. Develop range of vehicle health products and services. Retail service delivery performance standards and benchmarks.
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Cavalier Bremworth - Online Search
Channel: Online | Segment: Retail customer. Specifiers | Touchpoint: Website
Context: Cavalier Bremworth is an iconic New Zealand brand with heritage, high awareness and strong brand equity. It is New Zealand's most recognised and respected brand in the carpet sector. Cavalier Bremworth kicked off a project to produce a redesigned website targeted at and optimised for customers, to allow them to find the information they require on Cavalier Bremworth's products. The goal is to pre-arm customers with the knowledge they need hence deflecting retailer inadequacies or biases.
Development Projects: Website redevelopment, in particular product search optimisation. Note: Many of the online channel insights are being put in the context of the total on and offline purchase process. This will inform further development of the Cavalier in-store experience.
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Lewis' - Retail Stores
Channel: Retail | Segment: Current older customers and younger non-customers | Touchpoint: Retail service
Context: Lewis' is the largest specialist supplier of curtains in the Wellington region. Long established, Lewis's has over 60% market share, however the business was vulnerable due to reliance on word of mouth endorsement in an ageing customer base. In this context the project brief was to bring the brand into the 21st century, improve the overall retail experience and draw in a younger, more contemporary customer base.
Development Projects: Service offering and delivery processes improvement. Retail store-staff culture shaping program.
We'd love to talk it over with you
Just let us now when and where, and we'd love to discuss whether running a Touchpoint Optimisation project with your organisation makes sense, and can deliver the value you’re looking for. We'll tell you more about our people, process and recent work in this area, and show you examples of our tools and methods.
To find out more about our approach to Customer Touchpoint Optimisation contact:
- Martin Grant // martin.grant@dna.co.nz PH 09 375 1592
