CCA Global Carpet One

Increase revenue from the insurance channel and raise LTV of customers introduced through this channel.

Strategy

  • Use customer advocates to improve the overall Carpet One experience and make it a preferred retailer for insurance-paid
    carpet replacement.

Results

  • Increased carpet sales within flooring replacement channel from $5 million to $140 million in 22 months.
  • Generated additional carpet or flooring purchases within two to three weeks of original experience among nearly 100% of
    replacement customers.
  • Increased customer retention rate over 40%.

ComBlu’s Role

  • Identified customer advocates and tapped them to participate in a Customer Experience Council.
  • Used their input to re-engineer key processes such as estimating, customer communication, product selection, scheduling, etc.
  • Retrained estimators, installers, delivery personnel and customer service to deliver desired experience.
  • Leveraged positive customer experience into a word-of-mouth (WOM) channel to drive additional carpet and flooring purchases from recent customers and new prospects.