How Würth improved their customer experience 4,6 times faster than their competitors
The Würth Group is the world market leader in its core business: the sale of assembly and fastening materials.
Würth was interested in their journey experience quality compared to their B2B competitors. The Journey Benchmark provided Würth with multiple improvement points to tackle in the upcoming months.
What we delivered
Before starting the journey benchmark, A market scan of the Dutch market was done to get an overview of all players in the assembly and fastening materials market. Using the market scan, the most interesting competitors were selected to include in the Journey Benchmark.
In the Journey Benchmark, the customer journeys of three direct competitors were analyzed. Additionally, the journeys of some cross-category and international competitors were included for inspiration. All available purchase channels were looked at (like store, app, and desktop website) for Würth and their competitors and indexed their omnichannel score.
Würth received a report with extensive insights and improvement points on every step of the customer journey. As a follow-up, these improvement points were presented to a broad team at Würth and used cross-category examples to inspire Würth. In two presentation sessions, the improvement flows in the initial and repeat customer journey were presented.
"Two years ago, the Journey Benchmark gave us good insights, it helped to double our sales and made us decide to again perform the Journey Benchmark. It’s difficult to experience our journey from the eyes of our customer, Customer Journey Experts helps us to find the areas we can improve our customer’s experience"
- Gerard Scheffel, Head of E-business Würth Netherlands
Why it was a success
The journey benchmark showed that three years after delivering improvement points in the first analysis, Würth’s has grown 4,6 times faster than its competitors. In addition, Würth has a clear view of its position compared to its competitors which serves as an excellent starting point to define their growth ambition in the upcoming years.