Mitre 10 is one of Australia’s leading hardware chains. Founded in 1959, the company sees customer experience as a cornerstone of its brand identity. It provides the same intimate service you can expect from a local neighbourhood store, despite being a sizeable network of more than 350 outlets.
This emphasis on the customer experience is the foundation on which Sunlite Mitre 10, a small chain within the organisation, is built. Sunlite Mitre 10’s Managing Director, Steven Czeiger, places a premium on their in-store experience.
This, together with his unique, forward-thinking perspective on CX and business hierarchy has put Sunlite Mitre 10 up there with some of Australia’s top retailers. “Traditionally within companies, you see [a] hierarchy where MDs and executives are at the top and at the bottom you may see salespeople.
At Mitre 10 we see it the other way around. Our customer-facing team members are the most important part of our experience – [our] most valuable asset,” Steven explains.