We are happy to announce our largest European supermarket OPEN OS case study, today on 1st April.
The largest European supermarket chain has decided to stop relying on management and consultant guesses what their customers want, and to use OPEN OS to ask their customers and retail workers instead, and then simply put most reasonable suggestions into action.
The results were amazing:
Less guessing costs
The cost of methods and consulting that were trying to guess what customers wanted or to convince customers to act in a specific way were drastically reduced. Guessing what customers want was far more expensive than simply asking them what they want. All the software, processes, suppliers dedicated to these projects were cut, while the internal staff was easily retrained to talk to customers using OPEN OS.
Less advertising costs
Since customers felt their suggestions were actually made into reality, they become much more loyal to the supermarket brand. The word-of-mouth become the main driver of new customers, and advertising spend was reduced while sales grew. Many customers actually travelled much more to visit this supermarket, skipping closer competitors.
More sales
While costs were dropping, revenue and profit grew substantially thanks to the adoption of OPEN OS.
Healthier and happier customers
Because customers were driving the offering choices, the food offering quality drastically increased which soon resulted in overall healthier customers.
Happier and more loyal retail workers
By including retail workers in the OPEN OS project they motivated them to become small research agents. This new creative responsibility and resulting rewards and bonuses made them much more motivated, happier, and more loyal employees. The cost of recruitment and training were substantially lowered.
Easy change
The switch to “create with your customers” OPEN OS approach was surprisingly easy and quick. Once the initial cultural worries were overcome with basic training and top management supper, the transition was very smooth. The new approach is reasonable and logical – make a portal with questions and implement the best answers – made it an easy sell internally.
Unfortunately, this is only an April Fools’ Day post. But we can make it possible if you want it to.
To start creating with your customers email Andrea at andrea@openinnovation.me.
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