Customer Experience
Challenge
Explore the role of both on-line & off-line channels in the decision making process when buying home & decoration furniture
Methodology
Face-to-face in-depth interviews with customers by product category
Deliverables
Customer Journey highlighting clearly how & when each channel brings value to the Customer according to the product category
Identification of Customer Journeys for which visiting the store results essential
Benchmark of best practices of competitors on their websites
