CASE STUDY – JAMES HARDIE
Challenge: James Hardie needed to understand the customer journey of those embarking on home renovation
WHAT MATTERS TO PEOPLE?
The gaps between aspiration, reality and organisation create specific emotional challenges.
WHAT DOES THIS MEAN?
Different customers respond to theses challenges in different ways – the key lies in understanding their approach to the task.
WHAT TO DO ABOUT IT?
Developed new programs to make the brand a more relevant, understanding, and valued contributor to the renovation process.