Helping a Global Motorsports Leader Transition to a Customer-Centric Digital Experience

A leading powerhouse in motorsport – renowned for its diverse range of products spanning ATVs, boats and e-bikes, alongside high-quality gear and apparel – approached Material with a significant request.

Despite its exceptional product offerings, the company recognized the necessity to shift from a business-centric approach to one centered around the customer. Seeking to enhance its online customer engagement, the client enlisted Material to spearhead a transformative journey, crafting a comprehensive digital strategy aimed at modernizing its interaction with customers online.

Approach

Designed and implemented a multi-year initiative that began with collaborative executive workshops to accelerate the company’s digital transformation across data departments, commerce functions and the entire customer experience

Conducted qualitative research including one-hour online interviews with current and target customers

Conducted quantitative assessments to rank and prioritize potential web features

Launched a new eCommerce platform to drive performance across all channels and all business units in North America

Outcomes

Material partnered closely with the client to craft a comprehensive strategy aimed at leveraging actionable data and human-centered design methodologies to enrich both the digital and physical customer journey. Our collaborative efforts facilitated the client’s transition towards a cohesive and streamlined data infrastructure, fostering efficiency and unity across their operations.

The outcomes were remarkable: a notable 35% surge in daily website users, a 10% uptick in engagement metrics and a corresponding 10% drop in bounce rates. These achievements not only ensured a seamless digital experience but also empowered the client to captivate and inspire users both online and during their physical interactions, creating a harmonious journey across all touchpoints.

Let’s talk.

Discover an advanced approach to de-emphasize reliance on third-party providers so you can own your data and the relationship with your customer.

* Indicates required field

Campaign Marketing_QSR_Loyalty_Bottom

"*" indicates required fields