KIND, a leading family-owned business in the field of hearing acoustics and optics with over 700 specialist shops in twelve countries, places particular emphasis on high-quality products and personal advice.
In order to meet the increasing digital expectations of customers and secure its position as an industry leader, a comprehensive omnichannel strategy was developed in collaboration. The aim was to transform the traditional, analog purchasing experience into a seamless, digital customer experience, thus sustainably increasing customer loyalty and business success.
Clear focus, common direction
Instead of individual measures, KIND relies on a comprehensive omnichannel strategy. Based on solid research findings, clearly defined areas of action, and an actionable roadmap, a shared understanding was developed regarding what really drives customers, employees, and the company forward. This strategic foresight not only secures competitiveness but also lays the foundation for sustainable success.
One experience – across all channels
A genuine omnichannel experience only arises when digital and analogue touchpoints seamlessly interact. Employees have central access to customer data through their employee system for better personal consultation. The KIND App digitally complements these touchpoints – before, during, and after the purchase – and strengthens customer loyalty in the long term.
Strategic guidelines for sustainable change and growth
The digital strategy places users at the centre and provides teams with clear guidance. It enables the continuous derivation of new initiatives, promotes agile ways of working, and thereby sustainably drives the digital transformation of the company.
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
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