Omni-channel Customer Experience Project: Honey Homes
Strategy • Digital & Physical Retail • e-Commerce • Data • Platform Integration
Problem
Consumers now demand a seamless, personalised, and instant digital experience across all channels. The pandemic accelerated the adoption of self-service, making digital-first engagement the norm rather than an exception.
Buying a brand new home is emotionally challenging enough without the frustration caused by having to “start over” at every physical or digital touchpoint.
Disengagement was being caused by a siloed service journey that led to customers feeling like they were talking to five different companies instead of one. It was an entire journey full of friction, missed signals, and impersonal touchpoints.
Insights
The fractured sales funnel
Customers feel their time is disrespected when forced to repeat. Small, minor inconsistencies that collectively destroy trust.
Sales Agents often lack visibility into previous interactions, making the service feel cold, disconnected and impersonal.
A feeling that any future resolution will be beyond the customer's control “If you can’t get this right now, what chance do I have later?”
Over 80% of consumers believe a company is only as good as its service, and, following multiple bad experiences, 73% of consumers will switch to a competitor.
Inconsistency breeds negativity, which can lead to bad reviews.
Poorly managed interactions that require repetition increase service costs.
“In an ever more competitive and challenging landscape, retailers are vying for customer attention and experiece retail is a great way to achieve this.”
Solution
Omni-channel consistency
From clicks to bricks. Creating the ability to seamlessly transition between obsessive digital discovery and narrowing choices to a consistent connected physical experience. Empowering front line sales teams to engage early in buying process and see full customer history and context.
A data led, fully connected retail eco-system driving personalisation at scale to increase customer engagement and create brand excitement.
Creating an in-store immersive, playful experience. Customers can take pre-saved selections and connect with screens. Encourages a value exchange for unknown walk-ins to share data by logging in and exploring.
Digital retail
Bridging online to offline sales journey
A seamless transition from online research to in-store finalisation. Curated style guides help promote commercially packaged upsell options.
Connecting physical & digital retail
Taking the brand and service further than just digital. Configure wish lists by scanning QR codes around show home to emotionally lock in customers in the sales process.
Designing for emotional connection
Empower sales agents with the full history of the customer's interaction, enabling them to pick up where the last touchpoint left off.
