How to boost the experiential added value of the DIY Hardware Store offer?

customer experiencestrategy & marketinnovationbuildingenergy
Écrit par CLEMENT MILLET

business cases > hardware store experience

Nexans is a global expert in the cable industry. The Group is now a major player in energy transition and e-mobility. In France, the Nexans Building & Networks Division distributes its product offers via professional electrical networks and leading DIY Hardware Stores.

Challenge

  • Understanding the uses of digital and the evolution of the customer journey

  • Exploring the expectations of DIY enthusiasts and salesmen regarding product selection support

  • Identifying the key attributes of phygitalization

Solution

  • Immersion in the electrical aisles of leading DIY Hardware Stores

  • Management of a BtoC and BtoB customer listening program: handymen and salesmen in electrical departments

The Benefits for our Client

  • Visual benchmark of the electrical departments of the main DIY Hardware Stores

  • Scripting of each stage of the purchasing journey

  • Highlighting the differentiating attributes to be valued

CLEMENT MILLET
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