The client is a market leader in the area of B2B textile services, work clothing and personal protection equipment operating in more than a dozen European countries. While the business model is focused on hiring textiles a growing part of the business sells clothing and accessories.
As part of a restructuring process and optimization of the omni-channel-strategy, our client wanted to exploit the further potential through flagship stores aiming for higher customer loyalty, increased branding and presence, and the optimal linking of online and offline (sales) services.
The company is operating sales and customer services through direct onsite visits and a call centers. For the clothing and accessories that are sold a web shop as been created that now should be complemented by a flagship store that additionally provide all onsite and call center services.
We were consulting on the impact, costs and benefits of such a flagship store concept.
As a start we ran a discovery Workshop and stakeholder interviews to gather insights in the business model of the client. Additionally, we analysis competitors & potentials for a flagship realization and evaluated potential location through a Power BI Heatmaps analyzing sales & customer data.
A Lean Business Plan helped to understand the scope of the flagship store its cost & profits, additional benefits and requirements.
Concept for different stationary format executions (flagship, concept store, shop in shop, pop up)
Overview - Competitions and their physical touchpoint appearance
Digital and non-digital touchpoints (customer journey) in the flagship
Lean Business Plan for the Board of Directors
Data-Driven (Power BI heatmap) store location
Recommendations for price and range architecture
Floorplan and rendering of a 1.000 sqm Flagship Store