How to support members of a carpentry network and deliver a unique customer experience?

business cases > blinds & closures

Created in 2002, the national Komilfo network brings together more than 100 independent points of sale specializing in the marketing and installation of carpentry, sun protection, and closures for the home. Thanks to an effective development strategy based on quality and strong links between members, the Komilfo network cultivates difference.

Challenge

• Identifying and characterizing the Buyer Personas of the Komilfo network

• Deciphering their uses and expectations in terms of customer experience

• Testing their appetite for new product and service concepts

Solution

• A qualitative system for collecting insights from end customers

• Animation of 3 focus groups with individual home owners in 2 regions

The Benefits for our Client

• Scripting of the customer journey and design of 4 Buyer Personas

• Mapping of the levers associated with a premium customer experience

• Presentation of the concepts deemed Must Have and Nice to Have