Inspiring Employees to Create Fantastic Customer Experiences

Stunning Quality

Expo Nova represents the world's leading interior brands: from B&B Italia and Cassina to Poliform and Artemide. More than 50 suppliers, 15,000 products and an infinite number of choices mean that many customers need help through all phases of a purchase, from the first consultation to the final installation, and often beyond. In other words, there is no doubt that it is the employees who are the key to great customer experiences.

Expo Nova contacted Mission to evaluate the situation and get back to the company's DNA. They have a rich history that dates back to 1965. Now, more than 50 years later, the challenge was to find the inner motivation of the 30 employees. What makes them look forward to going to work every day?

To define the company's purpose, it is important that we gain a deep understanding of the brand, history, culture, competitive landscape and ambitions.

A New Time

In retail, the digital presence has become as important as the physical one. But no matter which channels are discussed, factors such as customer service, inspiration, showroom, marketing and sales are as central as before. How do you use each channel in the best possible way? How can you create good customer experiences?

We conducted thorough insight work to analyse the situation and define priority challenges. We conducted in-depth interviews with customers and employees who provided important input to the Purpose platform.

Define a common platform that unites the interests of employees, customers and owners.

Challenges Are to Be Shared

To develop a purpose statement, it is important to have a common starting point. We therefore jointly developed a purpose platform that includes the following:

1. · Category belonging

2. The uniqueness of the company

3. The target group definition

4. The target group's motivation

5. Our value creation

6. The passion that motivates each employee to do the best possible job.

Every employee contributed with clear commitment, giving management and owners a unique platform from which to make strategic choices.

Putting the company's purpose into words gives strength to develop shared focus and motivation.

When Pieces Fall into Place

Based on the work in workshops, a purpose statement, purpose tagline (an abbreviated version), purpose story (an emotional description of the business) and drivers that describe what it takes for us to be successful.

When we found the final catchphrase, many pieces fell into place. The discussions showed that there were many emotions one had not been able to put into words before.

Involving employees in the company's purpose is the best way to create focus, commitment and motivation.

Implementing Dreams

We started monthly team meetings with employees, a close collaboration that helped everyone understand the value of what they do, and get better in every meeting with their own customers. We introduced a 6-point program statement based on the drivers. This management tool is used daily, and makes the customer experience even more valuable, which defends the company's position as the most important supplier of designer furniture in this country.

The customer journey, which we defined in one of the first meetings, has become an important tool for understanding how the role of employees is expressed in encounters with customers.

The Dream Catchers

Expo Nova has employees who are exceptionally good at interpreting their customers' interior dreams. What their needs are, what role the furniture and lighting should play in their home – or workplace. Expo Nova can contribute with advice and ideas that the customer would not have been able to come up with on their own. Precisely because the employees are passionate about how interiors can enrich people's lives.