Customer Growth Strategy Holland & Barrett needed to establish where their biggest source of customer growth would come from and how to unlock it, but didn’t have the right resource within the team to deliver this work. We provided the head office team with end to end support; from crystallising the exam question and agreeing the approach to running the project and delivering results.
We started by establishing the universal health needs – consumer needs that hold true no matter your age or current level of health
We investigated how shoppers were using (or not using) Holland & Barrett to meet those universal health needs
We ran a series of in-store intercepts to uncover the opportunities for change at store level
We made a series of recommendations across different elements of the offer, designed to draw in occasional customers more frequently