What Others Are Doing: Customer Discovery Meetings

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Assignment
An international HBC company wanted to create a structured, team-based, problem-solving workshop that:

• Included team members from the company as well as their customers
• Solved a significant, real-life problem impacting both the company and the customer
• Resulted in a process that could be applied by both the manufacturer and retailer in other situations to improve results.

Result
DHC worked with the client’s internal team to develop and implement a 3-day workshop to reduce shrink. The company partnered with its largest customer in South Africa, and the outcome of the workshop not only resolved the shrink issue, but also led to improved on-shelf availability. In addition, the open communication and strengthening of the manufacturer-retailer relationship proved to be among the more valuable results of the workshop. The retailer, in fact, found the process to be so beneficial that it plans to require it of other manufacturers in the future.