The work
Different industries, one job: the customer's point of view.
Beauty
Journey mapping and a strategic framework for Weleda's US business, against competitors outspending them 250 to 1 in media.
The result: the work contributed to a move from #9 to #4 in the US natural beauty category, a reversed decline at Whole Foods, and triple-digit growth on weleda.com.
Retail and fashion
Journey mapping, segmentation and brand positioning for Windsor Fashion, which catalyzed a shift away from a product-led strategy.
The result: Windsor doubled its store count, from 100 to 200 locations, in the year following the engagement.
Retail loyalty
Customer loyalty strategy for Smart & Final's business and professional customers, whose needs were different enough from the general shopper program to deserve their own. Qualitative discovery, concept development and quantitative testing to size and rank the features before anything was built.
The result: the work contributed to 7 consecutive quarters of positive comparable sales, which the chief executive cited as a key differentiator.