Homecenter, one of the leading retail companies in South America, embarked on an ambitious customer experience transformation project in collaboration with Izo. With more than 8,000 employees and a network of more than 40 stores in Colombia, Homecenter recognized the critical importance of offering an exceptional experience to its customers to maintain its leadership position in the sector.

The collaboration with Izo began with the implementation of the Customer Journey Map tool in all Homecenter stores. This tool allowed the company to understand in depth the different points of contact that customers have with the brand during their purchase process, from initial research to post-sales. By mapping and analyzing each stage of the customer journey, Homecenter was able to identify areas of opportunity and potential friction points that could be negatively affecting the customer experience.

With this detailed understanding of the customer experience, Homecenter implemented a series of initiatives designed to improve and optimize every touchpoint with the brand. These initiatives ranged from training staff in customer service to the optimization of purchasing and delivery processes, to improving product availability and after-sales service.

As a result of these customer-focused improvement initiatives, Homecenter experienced a notable increase in its transactional Net Promoter Score (NPS), which is a key measure of customer satisfaction and loyalty. This increase in NPS not only reflects an improvement in customers' overall perception of the brand, but also demonstrates the success of the customer experience transformation strategy implemented in collaboration with Izo.

Ultimately, the collaboration between Homecenter and Izo not only boosted customer satisfaction and loyalty, but also strengthened Homecenter's competitive position in the market by consolidating its reputation as a leader in delivering exceptional experiences to its customers.

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