Customer Experience Strategy
Coop is a Dutch retail company that operates a chain of supermarkets, known for its wide variety of products and competitive prices. As a company, Coop has a strong focus on customer experience and mission to provide an exceptional customer experience across its retail stores.
Coop has a hard time engaging with customer and partners and briding the gap to innovation around speed-delivery and ecommerce. The company was looking to rethink its customer experience strategy and approach to improve the customer journey for both B2B and B2C partners.
TCXA worked closely with the company as a tactical partner in their digital transformation journey. This involved conducting a thorough analysis of Coop's current customer experience, identifying areas for improvement, and developing a comprehensive strategy to enhance the overall user experience. TCXA's approach included visually rethinking the total CX strategy and approach to make sure all stakeholders had a positive and seamless experience with Coop.
The outcome of the project was a significant improvement in the customer experience for Coop, which helped the company to better engage with its target audience, B2B and B2C partners. This contributed to increased revenue and customer satisfaction across all digital touchpoints.