Mitre 10 Customer Experience Strategy
Nailing Mitre 10’s CX Strategy.
Background
D&Co partnered with Mitre 10 to develop a customer experience strategy across its Retail and Trade businesses, creating a clear north star for the end-to-end customer journey. Through qualitative and quantitative research, customer insight and our Moments that Matter framework, we identified the critical experiences and needs that would guide future CX improvement and innovation.
D&Co expertise
CX Strategy · Retail Customer Experience · Customer Research · Journey Mapping · Moments that Matter · Omnichannel Experience · Innovation
The challenge
Mitre 10 approached D&Co to help develop their CX Strategy for the Retail and Trade businesses to act as a north star for the business and provide clarity on what matters most to customers.
“It’s been an exciting journey and we continue to support Mitre 10 with their CX roadmap.”
— Russell Douglas, Founder & Principal Strategist, D&Co
Developing the Mitre 10 Moments that Matter Customer Experience Strategy.
Our solution
As our customer expectations change with an increasing demand for convenience, true omni-channel, and an expectation that the customer experience be elevated to the same level offered by other cutting edge industries Mitre 10 sought out a best in class CX partner.
Using D&Co's proprietary Experience Innovation System we developed Mitre 10’s CX strategy for both Retail and Trade. Using a statistically driven approach we developed our voice of the business, voice of the team and voice of the customer insights reports to anchor our strategy.
Armed with deep customer insight from rigorous qualitative and quantitative research we developed the CX ‘Moments that Matter’ Strategy - a platform for future growth having identified the key areas and needs that matter most to Mitre 10 customers across the end to end shopper experience from inspiration and research to delivery and recognition.
In addition to this CX work, we also helped Mitre 10 develop new innovation led thinking and presented a Keynote and design thinking workshop at their Trade conference.
It’s been an exciting journey and we continue to support Mitre 10 with their CX roadmap.
Deliverables:
Desktop research. Mystery shopping. Shopper missions. Assumed journey mapping. Ethnographic research. Quantitative research. Synthesis. CX Strategy formation. Keynote presentation and large scale conference workshop facilitation.
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