HEMA, an iconic Dutch retailer, is known for its products and services that make daily life easier and more convenient. However, as consumers increasingly interact with the brand in various ways such as in-store, online, and through social media, there is a growing need for a seamless and consistent brand experience across all channels. To meet these expectations, HEMA wanted to create an omnichannel strategy that was driven by the needs of its customers, and adopted by the full organization.
To achieve this goal, HEMA collaborated closely with different internal teams and external experts to define a clear vision for omnichannel within the company. Through several co-creation and customer experience workshops, we created a strategy that would be tailored to the opportunities in the customer journey, and aligned with HEMA’s strategic ambitions.
As a result, the omnichannel strategy will help HEMA to adapt to changing consumer behavior and stay ahead of the competition. Overall, the new approach will help HEMA to continue to be a popular and trusted brand among Dutch consumers, wherever they interact with the brand.