Business Need:
Customer loyalty and differentiation as more than a paint store
Approach:
Implement and market home improvement services
Achieved Before EGC:
Pilot of services in stores, training of staff, creation of financial model
Challenge:
How to balance competing priorities between selling paint and offering home improvement design and implementation services
Gained:
Awareness of potential gaps in strategy, prioritization for focus
Result:
- Revision of strategy to enhance success offering most relevant service which would increase paint sales while adding service revenue
- Improved customer experience and loyalty
- Savings of time and money planned for investment in services with less possibility to succeed