Flagship store concept for a leading B2B textile service company

The client commissioned DI Experts to develop a flagship store concept that would strengthen the brand presence and increase customer loyalty by linking online and offline services.

Sales and customer service had previously been provided exclusively via on-site visits and a call center, while the existing web store did not offer a stationary customer experience. The addition of a flagship store was intended to make sales services and call center services available directly on site.

DI Experts conducted a discovery workshop and interviewed all stakeholders in order to precisely record requirements and target groups. Based on this, the consultancy analyzed competitors and customer data and developed a data-driven location recommendation using a Power BI heat map. A lean business plan was used to transparently present the scope, costs and benefits of the store. Finally, DI Experts outlined various stationary formats - including flagship, concept store and pop-up concepts - developed an integrated customer journey consisting of digital and analog touchpoints and created a floor plan for a 1,000 m² store.

DI Experts presented the Management Board with several stationary concept variants, an overview of the competition and a precise Power BI-supported location analysis. The lean business plan formed a reliable basis for decision-making, and the detailed floor plan laid the foundation for the next implementation phase.