June 21, 2023
Adventure Afoot at Christiane Millinger Rugs Christiane Millinger Rugs (CMR) is one of the best, most internationally connected, and most knowledgeable purveyors of widely diverse styles of fine handmade rugs in Portland and the nation. Christiane’s passion for rugs and her extensive knowledge of the history, natural materials, and techniques of hand weaving, plus her personal connections with international weavers and renowned designers, drive the brand. But the CMR website did not convey this. As well, Christiane said that she was losing sales to other rug sellers in town who were more trendy, though they lacked CMR’s diversity and depth. Also, CMR is the exclusive dealer in the Portland area for several international designers, and this information was downplayed on the site. While the company has walk-in and online business, as well as a small dedicated group of interior designers and architects who bring their clients to CMR, many designers in town turn to other purveyors. We did initial qualitative research with Voice of the Customer (VoC), one-on-one interviews with a mix of customers and professional designer clients. VoC research tells us, in the customers’ own voices, what triggers their search for rugs, how they search, how aware they are of the product qualities, experiences they seek, and other valuable information that helps us develop strategies and the correct voice and messaging to use in marketing the company.