Objective
The convenience of online shopping has fundamentally changed buying behavior, yet shoppers still recognize the value they get when they can see and touch certain products in person. What if you could combine the benefits of both experiences to create a more personalized, reliable and easy shopping experience?
After an extensive consumer research campaign, CCA Global Partners discovered that the average flooring consumer found the overall process confusing and the number of options overwhelming. They wanted to turn the traditional shopping experience on its head and put the customers in control of their purchase journey.
As part of the organization’s innovative Retail 2.0 initiative, CCA needed a partner who could leverage the latest technology to help transform smaller, independent flooring stores into engaging retail environments that rivaled their larger competition. Supporting a large network of stores across the country, they needed someone with the right solutions and ability to deliver at scale. They turned to Diversified.
Solution
Shopping for flooring for your home should be an enjoyable adventure, not a daunting chore. As part of CCA’s consumer research, they found that most shoppers prefer to explore their options independently before speaking with a salesperson. This is where the technology at the core of their Retail 2.0 initiative comes into play.
CCA wanted to make the overall process more enjoyable with an interactive experience and augmented reality to modernize the shopping experience. When the customer was ready to engage with a sales professional, it was important that they felt well-informed and confident in their choices. To make sure the work the customer had already done to narrow their options wasn’t in vain, the sales associates needed to be able to pick up right where the customers left off, without feeling like they were starting back at square one.
3,400+
Monitored Devices
Shop smarter, not harder:
To help engage customers in the stores, CCA installed self-service kiosks where shoppers can interact with floor samples. These Product Experience Platforms (PXP) empower customers to browse and learn more about their favorite samples at their own pace, transforming the traditional shopping experience into a more dynamic and personalized journey.
By scanning the unique QR code on each sample, shoppers can immediately access detailed information to compare features, specifications and pricing. This innovative approach not only makes the process more convenient and informative but also helps shoppers to narrow down their selections with confidence. When they’re ready to discuss their options with a sales representative, they have a clearer understanding of what they want for a more productive and focused sales discussion.
1,000+
Interactive Kiosks
Seamless Shopping from Screen to Showroom:
Once customers zero in on some options they'd like to explore further, a salesperson steps in to join them at the Customer Experience Platform (CXP). These mini collaboration stations let reps and customers dive into the details of their specific room and installation plans.
For those savvy shoppers who started browsing the flooring options on the store’s website, this is where the magic happens. The in-store sales reps can instantly pull up the specific options the customer favorited online, seamlessly picking up right where they left off.
With cutting-edge room visualization capabilities and precise project calculations, these CXPs give a comprehensive view of the product, cost and how the new flooring will look in the customer's actual home. It’s all about making the experience as smooth and satisfying as possible, from start to finish.
900+
Upgraded Locations
Keeping a Pulse on the Experience:
Thousands of kiosks across multiple store locations nationwide means countless opportunities for malfunction but zero room for error. As part of Diversified’s Pulse remote monitoring managed service, each device and endpoint are monitored remotely to ensure optimum performance at all times. If an issue is detected, it’s quickly addressed remotely—often without any impact to the end user experience. When a more hands-on approach is required, an on-site technician is dispatched to get everything restored. By ensuring their technology is constantly working and up to date, CCA can minimize downtime and maximize client satisfaction and sales engagement.