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Customer-Facing Strategy in Roofing

Situation

A leading roofing wholesaler was losing share in several of its key markets and needed an updated view of its value drivers to increase retention and regain share.

Approach

Principia worked with the client to review its customer base. Mapped each transaction step to determine the interaction between these accounts and the client’s organization. Measured key buying factors in the purchase process through Voice of Customer feedback. Charted the client’s performance against these customer expectations.


Outcome

The client developed a customer-centric strategy to raise the customer experience as the chief priority within every aspect of its business. Over two years, customer retention rates increased by 4% and cumulative win-back sales exceeded $150 million.

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