Customer insights are shaping our future at PrimeHort.
What a ride! We’re hugely thankful to our customers who participated in an action-packed, no-holds-barred customer feedback project.
PrimeHort recently engaged Ange from What Lies Beneath (WLB) to canvas a selection of our customers over an in-depth phone conversation. Customers told the talented crew at WLB the good, bad and otherwise, about PrimeHort. Armed with customised reports, WLB held Zoom calls and team workshops – action plans emerged, and a real sense of team spirit as we analysed the feedback. What a thoroughly engaging and rewarding process!
WLB has conducted over 100 feedback projects and has a proven formula for getting customers to talk freely. The level of detail gleaned from our customers was excellent. We picked the DEPTH SOUNDER Customer Research package – ideal for go-getters seeking a customer-led review of their business, to engage their team, strengthen relationships and define strategies to grow their business.
The horticulture, landscape and garden centre industries are ever-evolving, so staying ahead of the curve is essential. We have always been committed to providing top-quality products and services. But engaging a customer insight agency was a major step forward in our commitment, and the results have been transformative.
KEY INSIGHTS:
Understanding customers:
Knowing what PrimeHort customers buy is one thing, but understanding their motivations, pain points, and aspirations allow us to tailor our offerings further and exceed expectations.
We were delighted to hear that our customer service is highly rated; people love our deals and personalised touch. We were described as a Toyota – solid, reliable, will go anywhere and always get the job done!
We know our customers sometimes shop around, but it’s great to hear we are considered competitive on the pricing front. PrimeHort’s generosity came through loud and clear, which is great because that’s one of our core values.
We also had to face the truth that it’s okay to not always SELL, SELL, SELL… some customers want to chat about industry hot topics or require a very personalised sales approach – fair enough. We have some exciting marketing unfolding based on this insight.
Helping local communities and the industry as a whole is something we are passionate about, but we’re a humble lot and haven’t profiled our actions – customers said they like hearing about this, so we plan to share more details of what we’ve been up to in this space.
Innovation in Nursery Automation:
Nursery automation is a rapidly evolving field, and we are committed to being at the forefront. Feedback revealed us to be leaders in this field, but we have an opportunity for more robust after-sales care.
Armed with the data from our customer research, we have developed a stronger action plan for after-sales support – including a machine handover ‘celebration’ and a check-in call cycle. We look forward to rolling out the details soon.
We’ve also stepped up our commitment to machinery knowledge to ensure we can help our valued customers streamline their operations, increase yields, and quickly troubleshoot as/when required.
In Summary:
Our team believe that progress is made possible through understanding. By engaging a customer insight partner we’ve taken a giant leap towards knowing what can serve our customers better. We’re excited about the journey ahead and look forward to growing with our audience of passionate nursery professionals, orchardists, landscapers and garden centre retailers.
Ange at WLB had the following to share about working with us:
“Working with the PrimeHort team was a blast! Who knew that based in the tiny town of Kaiwaka were a group of super savvy, genuinely lovely, renowned horticulture experts. We appreciated their hunger for learning, and their willingness to take the ‘crunchy’ customer feedback on board, seeing it for what it was – an exciting opportunity to do better!
When my team and I left, we jumped in the car and said ‘awwwww that was sooooo cool’ – because of the fondness and respect the team has for Mike the GM and how valued they feel. How generous he and his family are to local and national causes, without wanting kudos for it. And just knowing this high performing team who already have so many happy customers, are going to take their insights and grow and thrive from them. It feels great to have been a part of it.”
We’re ready to cultivate success – let’s go!
