Can buying a kitchen be as enjoyable as living in it?

Using data to understand customers’ needs and dreams, Merkle is helping Kvik to focus on customer experience.

Challenge

How do you transform a successful product focus into an even more successful customer experience approach? And how do you scale this customer centric approach to fit the audiences across 13 different markets?

These were the two major challenges facing Kvik – a leading manufacturer of affordable Danish design kitchens, bathrooms, and wardrobe furniture.

Since 2020, Merkle has helped Kvik create a digital presence guided by an overall digital vision that buying a kitchen should be as fun and enjoyable as living in it.

Approach

Based on research of the journeys for both customers and franchisees, Merkle built a new website to provide continued valuable guidance and joyful experiences to the customers exploring Kvik's products and services.

The new website makes it easy for customers to start shaping their dreams of a new kitchen, bathroom or wardrobe online. And by merging the customer’s digital interactions with the local, physical store for continued in-person dialogue, the transition from online to offline is timely and frictionless.

The work includes SEO, CRO, tracking, UX, design, frontend, and CMS development in a dual-track agile setup.

Results

We have implemented a new booking engine and a inspiring, new website making it easy for customers to connect with a local Kvik consultant. We utilize data to understand customers even better at an earlier stage, leading to high quality meetings and more sales in less time.

Further, we are expanding our partnership with Kvik to better support existing customers via portal-like features, and ecommerce initiatives – and to strengthen customer brand loyalty.

Being helpful and convert earlier with playful interactive content to support the customer journey

Increased conversion rates with re-designed booking flow and focus on CRO initiatives

Helping the stores by using data to better understand their customers and their dreams