Customer Journey Transformation

The whole of the customer journey is more than just the sum of its parts

We help our clients by mapping their customer’s whole progression with deep-dives into each stage to identify ways to add value and consistency across the entire customer journey from pre-purchase and purchase to post-purchase.

Today’s customers are at a crossroad of sophistication and utilitarian perspective. Therefore, the most conclusive way to harness the attention and sensibilities of your customer is by catering to them with a highly targeted, personalized, and enriching experience at every point of the journey.

More than just tapping upon the individual elements of the Customer experience, we fashion the entire journey. Helping you answer; how to maximize customer value through the customer journey and how to expand through innovations, targeting new customer groups or geographies? 

SUCCESS STORYFlat Pack Furniture Brand

Revitalizing the flat-pack furniture brand by identifying and communicating more aspirational brand values but without the possibility to use any external mass media communication channel. Redesigning the in-store user journey became the key to deliver on new brand values.

The Issue

The customer value platform was refined, moving the brand from being perceived as practical, thrifty, and confirmed to being positioned as inspirational, appreciating, and offering the best deals. However, the communication of new positioning was limited to in-store communication.


We believe that everything communicates and each touchpoint with the customer is an opportunity to deliver on brand values, relieving customer pain points and making them feel that the brand gets them.

The focus customer target typically comes shopping with the entire family, with women typically being the main decision-makers. The family typically spends the majority of the day in the store.

The key points in the customer journey to optimize their experience:


  • At the arrival, the target group is in the mindset to get everyone organized and get inside the children's playroom as soon as possible. Therefore, we implemented family parking spaces and large visible direction signs helping the customers to reach their target as quickly as possible, avoiding any negative emotions.
  • We paid particular attention to the restaurant experience, which is located mid-way through the in-store journey. It plays a key role in providing a revitalizing moment for the customer to ensure that they do not rush through the rest of the store.
  • We identified that the shopping basket is reduced the longer customers have to wait before they can pay for the purchase at the cashier. The waiting time typically led to customers reconsidering their purchases. To increase the basket size, we developed the strategy that no more than two people should be waiting in the line.
  • To ensure that customers leave the store uplifted and with a positive final experience, we implemented the bistro concept with ice cream and other snacks with below-market prices to deliver the final and lasting positive impulse.

Sales Volume


In 3 Years

Visit Frequency Increased


Per Year


Per Year

(and increased overall KPIs)

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