The Task

One of the nation’s largest entertainment retailers (more than 700 retail outlets) was facing tremendous pressure from digital downloads of music and movies. The company needed to develop a long-term strategy and new technical infrastructure to move from its traditional retail outlet model to a preferred position as a customer-oriented entertainment intermediary.

Challenge

Solution

A multidisciplinary Diamond team collaborated with senior executives and line personnel across the client organization to design, develop and deploy an array of customer-facing technologies. Innovations included retail site listening and viewing stations where customers could sample more than 50,000 entertainment products; a new online retail environment that complemented the bricks-and-mortar business; and a new, flexible CRM infrastructure and operating model than can be scaled to the demands of the changing business.

Results

The company’s CEO said: “Our executives have counted on (Diamond’s) strategic insight and technology expertise as key ingredients to the realization of the new (customer) experience.” These customer initiatives are an important part of a vision to maintain and expand the company’s leadership role in the entertainment industry by using technology to deepen its customer relationships and create more meaningful interactions tailored to individuals.