Stanley Black and Decker loves it customers and they love their tools. Unfortunately, the experience customers had on Black and Decker’s website was less of a loving feeling. As a global brand, Black and Decker evolved to execute different digital strategies across a multitude of platforms. What was needed was an overhaul in the digital strategy that aligned with the new brand, focused on first-time DIYers that would scale to all countries around the world.
For the Black and Decker site, what the company and their customers lacked was a place to get together and talk shop. As a result, Black and Decker needed to create a site to engage – looking online for new project ideas. To create a memorable experience, Verndale suggested creating an interactive community featuring products and projects that would appeal to DIYers.Areas of Impairment:
Designed and built a dynamic, new experience focused on product and community leveraging the Sitecore experience platform. The new site is the foundation of a global marketing technology consolidation that will provide a dynamic experience in dozens of languages around the globe.Areas of Enrichment
Worked with a global stakeholder community to align strategic objectives and deliver a dynamic new experience.
Experience focused site includes rating and reviews, discussion forums, polls, and areas to collect and share DIY project ideas.
Used Sitecore to combine all marketing tools into a unified technical solution.
Built an integration to allow Hybris PCM product data to populate Sitecore in an effort to allow centralized control of product content worldwide
Performed a full analysis of existing digital assets and the opportunities in the market.
Developed a unique engagement strategy and distinctive experience for DIY customers.
Analyzed requirements for digital marketing and platform selection.
Created the visual design and established a new, quicker information architecture.
Used a third-party integration enabling customers to easily write reviews, post discussions and view ratings.
Used onsite discovery sessions to unify varied team approaches.
Created a platform to be extended to all Stanley Black and Decker brands.
Built a dedicated service tier to create a unified technical solution.
Created a custom integration to connect product and customer experience management.
Allowed customer service teams to interact with the re-envisioned support section.
Worked with the leadership team to clarify diverse objectives and define clear deliverables.
Consolidated disparate analytics tools and created a more workable, insightful solution.
Set goals and metrics to evaluate progress throughout project.
With a unified technology solution to help their teams manage the newly built customer experience, Black and Decker has nailed a whole new way to engage with their audience. The Verndale solution gives DIY customers a place to learn, engage and shop. And, it gives Black and Decker the tools to collaborate and grow.