CARLOS SOARES, FOUNDER OF DIVINE FLOORING, CERTAINLY KNEW THE IMPORTANCE OF A SUPERIOR CUSTOMER EXPERIENCE. WITHOUT FAIL, HIS INSTALLERS WOULD TAKE OFF THEIR SHOES BEFORE WALKING ON A CLIENT’S EXISTING FLOORS, AND CAREFULLY PROTECT THEM WHILE ON A JOBSITE. AT THE END OF EVERY INSTALLATION, THEY WOULD CONDUCT A THOROUGH INSPECTION WITH THE CLIENT.
Furthermore, builders were happy because Divine had built software that was able to forecast demand six months into the future and maintain stock levels to avoid disruptions at job sites. And because relationship building is in the company’s DNA, Divine also maintained excellent relationships with its builder clients.
Soares wanted to delight consumers, designers and builders alike with a unique user experience. So he brought in COPP to collaborate on a radically different Calgary showroom concept. Leveraging both art and science, every step of the customer journey was mapped out, enabling Divine to anticipate needs at every level. The new concept proved so successful it vaulted Divine Flooring into an undisputed leadership role in Calgary. The same concept was replicated in Edmonton, Vancouver and Chicago, making Divine a benchmark in total customer experience marketing in North America.