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Cox Communications

https://www.sld.com/our-work/case-study/cox-communications/

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PROJECT

Cox Solution Stores

CLIENT

Cox Communications

LAUNCH DATE

May, 2014

Shikatani Lacroix designed a strong experiential brand experience that helped Cox Communications demystify its technology and simplify the lives of its consumers.

Background

Cox Communications:
3rd

largest cable television provider in the U.S.

6.2

million customers

Cox Communications’ subscriber base:

2.9

million digital cable subscribers

3.5

million Internet subscribers

2.2

million digital telephone subscribers

As the third-largest cable television provider in the U.S., serving 6.2 million customers, Cox Communications provides digital cable, telephone, internet and wireless services.

The Challenge

To differentiate itself from competitive offerings and grow market share, Cox needed to create a stronger brand experience by delivering an experiential learning environment that demystified its technology and simplified the lives of its consumers.

Differentiated the brand through experiential design

The stores exceeded their ROI target within six months of opening

Our Process

Define

Shikatani Lacroix was tasked with designing concepts that supported key research insights of what customers wanted in a shopping experience, namely:

To understand their options for each of the products that Cox offers

To shop in an environment that is comfortable and inviting

To have knowledgeable staff who are experts in leveraging digital technology

To provide a wide range of easy-to-understand solutions

To compete effectively in this space, we needed a bright and vibrant store environment, convenient hours and locations and good selection of competitively priced products and services

Design

Shikatani Lacroix developed the Solutions Store concept, a vibrant, comfortable and inviting new environment. The stores feature customer lifestyle zones that highlight the range of services being offered by Cox. A Learning Lounge provides an area to educate customers on how to optimize their Cox products and services. Linking its product offerings to its clients’ lifestyle needs creates an uncomplicated shopping experience that leverages the company’s award-winning service reputation and delivers on its promise to be a “Friend in the Digital Age.”

Deliver

The stores exceeded their ROI target within six months of opening. Shikatani Lacroix implemented 40 stores in 2010 with an additional 90 stores planned for 2011.

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