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

Approach: Principia developed a journey map for the client’s strategic accounts including lost customers. The team worked with the client to map out each transaction step that the customer experiences when interacting with the client’s organization. Nearly 1,000 interviews were then conducted with customer’s at each level of interaction to determine strengths, weaknesses, and measure the key value delivered that help define the supplier-customer relationship.

Outcome: The client developed a customer-centric service strategy to make the customer experience the number one priority within every aspect of its business. Over a two-year period, retention rates increased by 4% and cumulative win-back revenues exceeded $100 million.