Multinational Home Appliance Manufacturer Exceeds Revenue Goals and Increases Brand Awareness
Complex brand proposition, limited distribution channels, and lack of in-house retail ops team prohibited iconic home appliance brand from growing sales of its expanded product line.
WHAT WE DO
Brand Awareness
Experiential
Retail Operations
INDUSTRY
Home Appliances
RESULTS
240,000 Brand Impressions
40,000 Demonstrations
Per Month
<.04% Loss/shrink
+18% Over Sales Goals
87% Net Promoter Score
Surging Demands From Key Accounts Led to Reduced Tail Account Coverage and Missed Revenue Opportunities
A multinational technology manufacturer that sells its home appliances and personal products solely through branded experience stores needed to connect more directly with their end users to drive home their brand story and increase sales. A significant lack of consumer education about its technology-centered value proposition exacerbated the challenge.
The client also needed to launch two of their luxury products and expand their retail distribution beyond demonstrating in a few big box retailers to sell their entire product line across multiple channels.
The client engaged MarketSource to help them expand their retail sales distribution model from limited in-store retail demonstrations to six temporary pop-up experience centers in luxury malls and other high traffic locations.
CHALLENGES
Brand-customer disconnect
Lack of consumer education
Need to expand retail distribution channels
Lack of in-house store ops resources
240,000
brand impressions and 40,000 customer demonstrations per month.
KEYS TO SUCCESS
Process mapping
Fully managed retail operations expertise
POS system implementation
Inventory management
Custom, Turnkey Retail Operations Enable Launch of 5 Fully Managed Flagship Experience Centers
Our team’s goal was to create a hands-on experience center that would allow customers to interact and get comfortable with and appreciate the technology underpinning the client’s products. To ensure a seamless, efficient, effective sales process in the experience centers, the MarketSource program engineering team process-mapped the client’s entire existing retail operation. This process surfaced the areas of the client’s retail operation that could be problematic for the experience centers so program leaders could prioritize and address them and optimize operations. We delivered a complete turnkey retail operations solution from scratch that included associate recruiting and staffing, and the implementation of a POS system, inventory controls and tracking, loss prevention, and cash and credit card processing.
Real-World Results
+18% Over Sales Goals
87% Net Promoter Score
Less Than .04% Loss/Shrink
MarketSource launched the experience stores on schedule, including POS systems, inventory tracking, and a fully trained staff. During the measurement period, MarketSource delivered over 240,000 brand impressions and 40,000 customer demonstrations per month, putting the client in direct contact with its customers. We also managed inventory loss/shrink to less than 0.4%, and exceeded sales revenue goals by 18% across all locations, while achieving an 87% net promoter score (NPS).