California Closets Organizing Customer Experience Boris Groysberg Annelena Lobb 2018
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My research is in the field of customer experience. I believe that customer experience is as much an aspect of organization as internal management. In the case study that follows, the research question was: What are the key strategies that California Closets, a leading provider of custom kitchen cabinets, applies to their customer experience, as measured by the 360CX (Customer Experience) survey? I conducted extensive research and data collection, interviewed management team and employees, analyzed customer feedback, and developed an action plan to support California Closets’ future growth and
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– In 2012, California Closets launched a customer-centric product redesign in response to a customer survey finding that many customers felt they didn’t fit their new product line. – The result: an online sales channel that focused on customer stories, personalized experience design, and social proof. – After a year of testing, the team launched a series of retail experiences that followed the customer journey through each touchpoint of the purchase funnel: from web, to social media, to product pickup and in-store experience, to receipt of product