With inconsistent messaging and lagging communications, Furniture Village knew they needed to revamp their communications strategy and develop a deeper relationship with their customers.
Furniture Village wanted to develop a coherent communications and customer engagement strategy that made customers feel valued through relevant and timely communications.
Through mapping the customer journey, carrying out a communications audit and incorporating existing customer research, Blueberry Wave developed a strategy that worked for Furniture Village and its customers. We also interviewed key stakeholders to understand the operational processes, working these into our final strategy.
We designed an automatic welcome programme for customers, designed to “plug the gap.” The programme follows database rules and is personalised to customers, based on their last purchase. So far it has delivered £27 back for every £1 spent.