The RX team were initially engaged to undertake our proprietary due diligence process. This involved reviewing the existing Branch Experience to shakeout, envision, ideate and develop concepts and alternatives for discussion.
Most importantly in this process, we undertook our Envisioning Shakeout Sessions which are aimed to refine and articulate the opportunity with laser focus ensuring the concept/s were; clearly targeted to achieve the desired outcomes, met a defined opportunity and was positioned to add value, rather than reverting to the known, traditional “way of doing business.”
RX guided PlaceMakers to further extrapolate and articulate the key opportunities including key initiatives and range extension opportunities to win the heart, mind and loyalty of the customer. This was developed into a comprehensive approach across two phases of development. To date Phase #1 “the trade hall” has been completed with Phase #2 scheduled for 2024/25 launch. Phase #1 included:
Concept and store design including new instore café and community space
Category layout and adjacencies including new super category executions (eg. safety)
Category right sizing and envisioning (beyond normal range)
Customer interaction points
Design support including fixtures, creative and implementation, signage and wayfinding
End to end support including store set-up for launch
This was a trial concept which is being evaluated on feedback, performance and ongoing customer success criteria. To date the store has exceeded expectations on all criteria with new shoppers visiting and reengaging with the brand.
Watch this space for Phase #2 scheduled for 2024/25 launch.
THE APPROACH
+ SOLUTION
THE
CHALLENGE
WHAT
WE DID
Due diligence audit | Envisioning workshops | Strategy development | Store experience concept | Customer journey | In-store development and execution |Category review and alignment
PlaceMakers operate in a fiercely competitive industry covering a wide variety of customers from local builders and contractors through to the large industrial and commercial building sector. Everyone is vying for a piece of the action, including traditional B2C retailers and brand businesses going D2C. Success in this sector ranges from the 121 relationships established with builders and their teams through to stock availability, service and advice, expertise and support.
The branch is a critical touchpoint from being able to browse the latest products or discuss the right solutions, to having a place to linger and get customer service for whatever issue they have. PlaceMakers recognised they were behind in how they were connecting in-branch and wanted to take an evolutionary step to up their game and add real value to their customers.
PlaceMakers
New Zealand's largest supplier of building materials and hardware, offering specialised services and support to trade professionals, builders and contractors.
RX Group didn’t just help us revamp our store; they helped us reimagine the customer experience. Their visionary approach in store design and category strategy has not only increased footfall and engagement but has also driven tangible growth in customer spend. RX brought our vision to life and delivered a new standard for how we connect with our trade customers. We couldn’t be more pleased with the results.
Shane Cornelius | General Manager Operations