In-Store Customer Experience Management

We measure, evaluate, and improve the customer experience in our clients’ stores. In our in-store customer experience management projects, we help our clients increase sales and profitability through improvement of various metrics such as customer-visit frequency, loyalty, new customer acquisition, and conversion rates.

Through surveys and observations in the store, in-depth data is collected regarding customers’ behaviors, preferences, thoughts, needs, and desires. Furthermore, we analyze all the factors affecting the customer experience such as employee productivity, product placement and store design, and aim toward an end-to-end improvement of the in-store customer experience.

The various tools used during our engagements and the data collected regarding in-store customer experience enable our clients to make the right decisions without taking risks.

The surveys we conduct at the end of a customer’s shopping experience allow us to fully capture and evaluate their experience. The data pool we form enables us to construct customer segments and personas, each of which we analyze based on needs, expectations, preferences, and ideas.

In order to understand the different aspects of customer behavior present in store, customer observations are used. When reviewing collected observation data, several insightful analyses can be drawn such as: determination of the most frequent customer navigation routes, hot and cold zones, time spent in departments, cabins and in line for checkout; frequency and location of visits and type of customer – staff interactions, converting and non-converting staff activities and checkout analyses.

Type and frequency of the activities of store employees and the effect of these on the overall customer experience are observed. The data obtained is analyzed to determine employee efficiency by taking into account the fluctuating customer traffic on a weekly and hourly basis, and identifying the necessary initiatives for improvement.

Scenarios are formed and tested based on the major issues identified during the previously conducted surveys and observations. In-store experience and employee behavior are observed and analyzed through the eyes of the customer.

Through the visits conducted to the stores of competitor brands, we observe and analyze various aspects of the customer experience provided by the competition, including service, store layout, etc. This enables our clients to make a comparative analysis and identify and apply best practices in view of the competition to be able to stand out in the market.