Discover how JYSK reinvented its customer strategy with the help of Implement Consulting Group, turning insights into actionable goals. Learn how a focus on customer needs and staff engagement drove growth, improved quality perception, and reshaped their entire organization.

Customer first strategy
JYSK partnered with Implement Consulting Group to rethink its approach to customers. Starting in 2014, they launched an ambitious strategy to understand customer needs through interviews with 12,000 customers. This insight became the foundation for strategic decisions, KPIs, and focus areas across the organization.

Engaging the organization
The strategy involved every function and country within JYSK, creating a mindset change where customer centricity became everyone's responsibility. Staff training, workshops, and hands-on involvement of leaders ensured practical implementation of strategic choices and fostered engagement throughout the company.

Driving results
The customer-focused strategy led to measurable success. JYSK’s quality perception rose significantly, attracting 23 million new customers and increasing sales by 29%. Continuous analysis of customer needs and ongoing strategic conversations ensure the company remains competitive and consistently improves its customer experience.