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60 Great Portland St, London, W1W 7RT
+44 203 882 8567

© 2022 Palladium Group Limited

Registered in England & Wales Company Registration: 09460746

Defining new online and offline customer journeys for premium bathroom retailer

The challenge

The client, a premium bathroom retailer, engaged Palladium to increase their brand awareness online and grow business in their brick and mortar stores.

A premium bathroom retailer struggled to grow; their aim was to be one of the first brands their target audience would consider. Palladium was tasked to find ways to raise the profile of the business (online) and drive footfall in the store.

Our approach

  • Conducted primary research with customers and installers
  • Identified areas that are under-serviced
  • Defined customer journey and customer needs
  • Defined customer segments who should be served online or in-store
  • Conduced competitor analysis, mystery shopping and UX review
  • Worked closely with their agency to build a better site experience that's aligned to the customer journey

The result

  • New customer segments and customer journey that serves the right customer the right channels
  • Stabilised declining e-commerce sales
  • Grew in-showroom consultations by 15% in the three months

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