The Company—Leroy Merlin, a French headquartered home improvement and gardening retailer serving several countries in Europe, Asia, South America, and Africa.
The Challenge—Experience the digital transformation taking place in the top US retailers to inform a multichannel, reinvented LM sales experience based on relationships and loyalty.
The Insight—The power of experiential branding to amplify technology investments. LM behind the curve in understanding the digital retail revolution and omnichannel retail landscape, and its net effects.
The 4Cs Shift—We applied our 4Cs discipline to reimagine:
- Conversation: Redefine the retail shopping experience imperative, from transactional to experiential.
- Clarity: Move from a disconnected supply chain and retail experience to a fully seamless and integrated personal shopping immersion.
- Currency: Transition from a dated brick and mortar retail focus to digital, hi-tech in-store experiences that are more interactive and informed to complement online.
- Culture: Pivot employee priorities from just selling to engaging customers through product, brand definition and technology.
The Results—Leroy Merlin is accelerating its digital and omnichannel transformation based on the engagement findings and outcomes.