Challenge
- Customer acceptance about current trends and developments
- Identification of customer requirements for the targeted further development of food markets
- Uncertainty about the level of awareness of the services and benefits offered so far
Service
- Kick-off workshop to define goals, framework parameters and schedule
- Development and implementation of a tool-supported customer survey
- Identification of customer requirements with regard to regional product range, communication channels analog vs. digital and service level
- Evaluation of the results and derivation of recommendations for action
- Results workshop and prioritization of recommended actions
- Creation of an implementation roadmap for operationalization
- Marketing of the survey results
Key data
- Duration: 3 months
- Mandate scope: 20 PT
- Branch: food retail trade
- Company size: <150 employees
Results
- Expansion of the regional product range due to high customer identification with the region
- Focus on the expansion of environmentally friendly packaging, e.g. recycled packaging and PET
- Optimization of the customer approach with regard to the already existing range of services
- Expansion of the range of services through events due to high demand
- Catching up on the marketing of digital ordering and pick-up/delivery options
- Expansion of social media platforms and development of a cross-channel communication concept
Summary
- Transparency of customer knowledge and customer wishes
- Customer-oriented further development of the range of services in selected categories
- Customer loyalty to food markets through targeted expansion
