Warmteservice
Customer Experience Mapping
Identifying opportunities to enhance the overall customer experience.
At SQLI, we enjoy collaborating with Warmteservice, a prominent name in the Dutch installation industry since 1964. They provide reliable products for heating, sanitation, installation, and ventilation through more than 60 stores and their extensive webshop.
Together with Warmteservice, we focus on enhancing their brand, optimizing the customer experience, and supporting their mission for energy-efficient living environments. With strategic design and innovative solutions, we have helped strengthen their market position and growth.
The Challenge
To strengthen their market position and growth, Warmteservice aims to improve their service for both current and future customers. Warmteservice seeks to understand how and where they can optimize their service through cross-selling, upselling, personalization, and segmentation, with a focus on their B2B customers.
The Solution
To optimize the customer journey for B2B customers, we utilized previous findings from the discovery track, UX personas, and feedback analysis obtained from a specialized feedback company. This information resulted in the development of a visual Customer Experience Map that illustrates the entire customer journey.
With the help of this Customer Experience Map, we advised Warmteservice on the optimization points within the customer journey and the ways these improvements can be realized. This visual tool enables Warmteservice to make targeted adjustments in the areas of cross-selling, upselling, personalization, and segmentation, thereby significantly enhancing the customer experience.
- Research
- UX strategy & Service Design
- Customer needs, top tasks, customer journey optimizations
The benefits of a Customer Experience Map
The report identifies specific improvement points in the customer journey, allowing Warmteservice to make targeted adjustments for a better customer experience.
By gaining insights into the wants and needs of customers, Warmteservice can tailor their services to meet customer expectations, leading to higher customer satisfaction.
The map helps strategically place cross-selling and upselling opportunities, which can lead to higher revenue per customer.
By better understanding the customer journey, Warmteservice can apply targeted and personalized marketing strategies, strengthening customer loyalty.
The advisory report provides valuable data and insights, enabling Warmteservice's management to make well-informed decisions for future strategies.
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