Challenge

After several years of disappointing performance and a lack of brand clarity, Crate and Barrel reached out to Prophet to help diagnose the issue and determine a solution to turn the business around.

We worked with the Crate and Barrel team to transform key aspects of the business – brand, merchandising, store experience and service offer – to drive double-digit growth in sales and traffic within the first year after implementing the strategy.

Solution

Our work began by developing a deep understanding of the market and customers. Our segmentation research uncovered the opportunity for Crate and Barrel to win by focusing on an under-penetrated high-value segment. Based on this new target, we repositioned the brand to be relevant to her needs, defining the critical product and experience elements – both unique brand assets and critical gaps to invest behind – required to win and drive growth.

Part of the formula for success meant Crate and Barrel needed to inspire and engage this target customer, while also making the stores more profitable. As part of this new strategy we identified opportunities to make the store more effective through SKU optimization, cross-merchandising and product distortion recommendations. Crate and Barrel moved quickly to bring it to life in new social media stories and marketing campaigns to capture attention and encourage the target to take another look at the brand.

At the same time, Prophet began to focus on a longer-term plan to create a more engaging, impactful and immersive store design for Crate and Barrel. It would deliver on the brand strategy and result in increased cross-shopping, dwell time and traffic. We also identified opportunities for growth through a new design services offering to increase transaction size while also better serving the consumer.

Results

From insights gathering to strategy to execution, Prophet collaborated closely with Crate and Barrel leadership to diagnose the issues and develop solutions to support the in-market execution. After less than 12 months in market, the business began to see significant improvement in sales and traffic.

“Prophet was a great strategic partner and provided valuable insights to support our turnaround. Their understanding of our business and the marketplace - balancing a strong fact-base with creativity and judgment - resulted in recommendations to help fuel our business… and aligned our organization towards sustainable growth.”

- Doug Diemoz, CEO, Crate and Barrel

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Interested in learning more about how Prophet helps companies develop unique brand strategies, create engaging customer experiences and drive business growth? Explore our collection of case studies.

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