Background

G&K Services was a leading uniform rental B2B company that found itself losing customers to larger, more aggressive firms such as Cintas (which ultimately acquired G&K Services) as the uniform business became more price-driven and less value- and service-focused. The team at G&K needed to find new ways to enhance their value proposition for current and future customers—or risk continuing to lose ground to the competition.

Research Methodology

Comprehensive custom designed 360-degree CX Journey Assessment and Innovation Study that featured:

• Internal Customer Journey Mapping Workshops

• Sales Representative Ride-Alongs

• Delivery Representative Tag-Alongs

• Business Account Visits

• Small-Group Customer Discussions

• 1:1 In-Depth Interviews with Customers and Prospects

Deliverables

• Customer and internal operations Journey Maps that documented current state and recommended future state improvements and innovations

• Identification and deep understanding of the most important and meaningful Jobs To Be Done for customers and teammates

• Customer and Employee Journey Experience Strategy

• Customer and Teammate Journey Experience Prototypes

• Customer and Teammate Experience Opportunity and Prioritization Strategy