KIND
Omnichannel strategy improves Customer Experience, strengthens customer loyalty and drives digital growth
Greater customer loyalty through digital touchpoints
Digital touchpoints such as app and webshop tie customers closer to KIND and increase customer lifetime value.
Seamless Brand Experience across all channels
KIND links online and offline channels into a consistent, seamless brand experience.
More Service Quality at the Point of Sale
Digital tools such as the Phönix system support staff and improve the quality of advice.
Strategic foundation for growth
The strategy, with clear action areas and a roadmap, lays the foundation for further growth.
KIND, a family business with over 700 specialist stores for hearing care and optics in twelve countries, could no longer meet its customers’ rising digital expectations with an analogue buying experience. DAYONE developed an omnichannel strategy with customer and market analysis, action areas and a roadmap, and supported the operationalisation. Today, KIND connects webshop, app and staff system into an end-to-end buying experience.
- Client
- KIND · over 700 specialist stores, twelve countries
- Industry
- Hearing care & optics (retail)
- Services
- Customer and market analysis · Omnichannel strategy · Operationalisation
- Outcome
- End-to-end omnichannel experience across webshop, app and staff system
Starting point
With a traditional, analogue buying experience, KIND could no longer meet its customers’ growing digital expectations and needed to secure its position as a market leader in an increasingly digital market.
Clear focus, common direction
Rather than isolated measures, KIND is pursuing a comprehensive omnichannel strategy. Working with KIND, DAYONE used research findings, clearly defined action areas and an actionable roadmap to establish a shared understanding of what truly moves customers, staff and the company forward. This strategic clarity safeguards KIND’s competitiveness and lays the foundation for further growth.
One experience across all channels
A true omnichannel experience only emerges when digital and analogue touchpoints interlock seamlessly. Staff access customer data centrally via their staff system, Phönix2, enabling more personal consultations. The KIND app complements these touchpoints digitally: before, during and after the purchase. This strengthens customer loyalty in the long term.
Strategic guardrails for change and growth
The digital strategy puts users at the centre and gives teams clear direction. It enables the continuous derivation of new initiatives, fosters agile ways of working and drives the company’s digital transformation forward.
Outcome
Staff in KIND stores access customer data centrally via the Phönix2 staff system, rather than keeping advisory knowledge only locally.
The KIND app supports customers digitally before, during and after the purchase, complementing consultations in the stores.
A shared design system for colours, typefaces, icons and graphics unifies webshop, app and staff system into a coherent brand presence.
Services for the development of the omnichannel strategy and beyond
With our design and consulting standard DIaaS® (Design Innovation as a Service), we combine collaborative workflows, strategic thinking, and user-centered design to create tailored, future-proof solutions.
Customer and Market Analysis
Identification of customer needs, market trends, and regulatory requirements as the basis of the strategy.
Development of the Omnichannel Strategy
Definition of clear areas of action and creation of an actionable roadmap.
Support in the Operationalisation
Support and development of strategic initiatives for the operationalisation of the omni-channel strategy
Frequently asked questions
How does an omnichannel strategy differ from a pure digital strategy?
An omnichannel strategy connects digital and in-store touchpoints into an end-to-end buying experience, rather than viewing digital channels in isolation. For companies with physical locations such as KIND, that means involving staff at the point of sale just as much as the webshop and the app.
How do you develop a digital strategy that lands in day-to-day operations instead of just living on paper?
DAYONE derives clearly defined action areas and an actionable roadmap from research findings. This structure makes the strategy translatable into concrete initiatives that teams can then develop further independently.
How can an omnichannel strategy be implemented for a company with hundreds of physical specialist stores?
What matters is that digital touchpoints support consultation at the Point of Sale rather than replace it. A central employee system gives teams in the specialist stores access to the same customer data as the webshop and app.
What role does a shared design system play in an omnichannel strategy?
A design system keeps colours, typefaces, icons and graphics consistent across the webshop, app and internal systems. That makes the brand recognisable across all channels, regardless of which team manages a touchpoint.
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