Customer journey for groceries
Customer journey, experience, leadership
K-Group wants to proceed on it’s journey towards customer centricity and boost the execution of it’s “customer & quality” –strategy.
We defined K-grocery stores’ customer journey from the customer’s point of view using versatile research methods. We identified the phases of the customer journey, where K-grocery stores can create differentiating value to their customers.
This is a historic, pioneering and very remarkable phase for us. I am excited about the opportunities this opens to us now and in the future!
Type of work
Branded experiences, Experience platforms, Experience design
About the client
Kesko is a Finnish listed trading sector company. Kesko operates in the grocery trade, the building and technical trade and the car trade. Kesko has approximately 1,800 stores engaged in chain operations in Finland, Sweden, Norway, Estonia, Latvia, Lithuania, Poland and Belarus.