Give Your Customers
the Experience Your Competition Can’t
We don’t just help furniture retailers increase margins. We blend 14 years of floor-won experience with strategic thinking and digital expertise to analyse and improve your customers’ end-to-end journey, from the first search to the moment they become your best salesperson.
Customer experience engineer
/cus·tom·er ex·pe·ri·ence en·gi·neer (n.)
noun
- A specialist who analyses and improves the end-to-end customer journey.
- Utilising strategic thinking and digital expertise to build sustainable growth.
The Sale Is Only the Middle of the Story
While the product often gets the credit, a truly successful furniture brand is built on the layers that surround it. These layers are the individual, positive interactions that provide value at every touchpoint. Together, they create the unforgettable buying experience that turns a one-time transaction into long-term loyalty and a referral engine for your business.
It isn’t all about chasing the latest AI flashy tech tools. While they have their place, they are never the full answer. Experience engineering is the fundamental work of making the customer’s journey easier and more enjoyable.
And in a crowded and often high-ticket industry, it becomes not a luxury, but the sustainable competitive edge that drives your business.
The Economics of the "Experience Layer"
Every layer added is about widening the gap between Willingness to Pay (WTP) and the Cost to Serve (CTS).
When willingness to pay is high relative to the cost to serve, your price and realised margin become significantly greater than those of competitors who focus purely on price.
The natural move for many retailers is to cut costs and increase margin. The danger, however, is cutting the very layers that drive the customer’s Willingness to Pay.
By adding layers such as trust, frictionless sales, and post-purchase reassurance, you increase the value the customer receives. This value is what separates a sustainable brand from a business trapped in a discount-driven race to the bottom. But in furniture, this value has to work harder because of the time between transactions.
A Sofa Isn’t a Loaf of Bread 🍞
A sofa, like most furniture purchases, isn’t a weekly shop. The gap between your customer’s first purchase and their next one can span years. That is why the Advocacy Loop, the happy customer’s referral, is your most powerful asset.
Engineering an unforgettable experience ensures that during that “long wait,” your customer doesn’t just sit idle. They become an active referral engine. A happy customer’s referral is the next customer’s first search result. They bridge the gap for you, bringing in new business until they are ready to return to your showroom themselves.
The Cost of the One-Off Transaction
Without these layers, one of the most important assets in your business, the customer you just won, starts to evaporate the moment the delivery van leaves.
In a highly emotional and often financially high-stakes industry, you cannot afford a sale to be a dead end.
Failing to engineer the experience doesn’t just lose you a referral; it forces you to restart your business from zero every single month. You’re not building a brand. You’re just completing a series of expensive, disconnected transactions.
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Market Metrics Overview
These top metrics offer a quick snapshot of market trends, highlighting key pressures on discretionary income.
Positive movement sustained for 2+ months.
Negative movement sustained for 2+ months.
A change detected this month only (1 month).
No movement or a metric with mixed impact.
CPIH
3 Month Period (YoY)
Current: 3.7% (Oct to Dec)
AWE (Regular)
3 Month Period (YoY)
Current: 4.5% (Sep to Nov)
Interest Rate
Current Rate
Current: 3.75%
Retail Value
3 Month Period (YoY)
Current: 4.0% (Oct to Dec)
Retail Volume
3 Month Period (YoY)
Current: 2.1% (Oct to Dec)
To understand more about the economic pressures on consumer behaviour and their potential impact on your business, visit our market metrics page or click the button below.
Escaping Price Wars: Why Your Brand is the Only Barrier