Customer Journeys Deliver Experience & Profit for 8000 Outlets

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CHALLENGE: 

Global foodservice with 8000 outlets restricted to supplier agreements when selling different brands to customer base. Yet they had to find new revenue streams to drive incremental profit as part of their corporate objectives.

DELIVERY: 

We mapped out different customer journeys to understand the how, where, when, what, why behind food & beverage consumption habits. We identified new ‘On the Go’ snacking occasions and opportunities in the convenience and digital channels.

IMPACT: 

Strategic plan delivered over +25% incremental GP in: Education, defence, armed forces, hospitals, and other institutions and introduced a new Customer Experience standard based on customer needs and behaviours.