Delta Award Winning Story

Hilti Group

Hilti Group sets new standards in customer centricity and customer engagement

Success Metrics

Decreased time to insights from months to weeks

Customer-validated concept designs, product innovation and marketing messaging

150+ unsolicited ideas provided by customers

Overview

The Hilti Group supplies the worldwide construction and energy industries with technologically leading products, systems, software and services. With about 33,000 team members in over 120 countries the company stands for direct customer relationships, quality and innovation. The Hilti Group’s purpose is making construction better, based on a passionate and inclusive global team and a caring and performance-oriented culture.

To continuously improve customer experiences and support the innovation process, Hilti wants to stay on top of ever-changing customer needs and do so productively.

This is why the Customer & Market Insights Team launched the Hilti Expert Community. The Community consists of 3,000 profiled US customers who opted in to take part in market research activities, with a goal to expand to other countries in the future. The variety of research methods available on the Alida platform enables Hilti to generate insights more effectively and efficiently. Thus, the company is able to put the customer at the heart of more decisions than ever before.

Program Goals:

Enhance customer centricity
Strengthen customer engagement
Increase productivity of insights generation

Business Challenge

The construction industry is undergoing a major transformation. In this context, it is more important than ever for Hilti to have quick access to customers and collect their feedback effectively and efficiently. This helps the company to develop differentiated offerings and to provide superior experiences.

Solution

The Customer & Market Insights team launched the Hilti Expert Community, a pool of 3,000 “professionals-on-demand”, as a go-to resource for continuous customer feedback that would fit with their agile development schedules.

The Community enables Hilti to invite targeted personas to surveys, run discussion forums, collect media like photos or videos, and organize 1:1 interviews. It also features a hub where members interact with posted content, with each other, and freely share their ideas in a dedicated idea corner. The community allows Hilti to give the customer a seat at the table by providing crisp and short feedback on an ongoing basis.

Results

The Community provides fact-based support throughout Hilti’s innovation process, ensuring that products, system solutions, software and services meet customer needs. The team also leverages the member hub to gain unsolicited feedback in their “Idea Forum” where customers can post and exchange ideas giving the Insights team a wealth of qualitative data at their fingertips. The quick turnaround time enables the company to be more agile.

The partnership between Hilti and Alida fosters a data-driven approach to customer innovation and experience.

" We now have thousands of customers who are engaged with us in a whole new way. And the nature of this engagement is special. They provide rich information to us, and we provide exclusive information to them, strengthening our partnership.”

– Hilti Group, Customer & Market Insights Team