Steve Hoffman

Customer Experience Lead Bunnings

Hybrid Day One: Wednesday, 19 May 2021

Wednesday, May 19th, 2021

2:50 PM Bringing Your Brand Personality to Life: How Bunnings Connected with Customers Through Community Engagement and New Brand Offerings

Going from 60 to 130 contact centre agents in less than 6 months, Bunnings have undergone a significant transformation to drive digital customer engagement and online sales to retain customers. 

With a focus on customer communication and feedback, Steve Hoffman, Bunnings’ CX Lead, will showcase his company’s journey and key findings, as well as how they managed to acquire over 300,000 survey responses from customers in the space of a month – an increase from 30,000.

  • Remaining relevant amongst your customer base: keeping your teams aware of each of your brand offerings to illustrate a unified brand voice
  • Supporting customers through times of disruption to drive loyalty and support
  • Growing the contact centre to ensure clear, relationship-driven communication remains consistent for customers who can’t physically travel
  • Using sophisticated, enterprise-wide data points to drive internal proactivity and customer strategy