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Think you’ve already got Customer Experience (CX) nailed? Take this test to see if you meet our 7 CX readiness criteria

TOOLS & PLANNING:
Promoter Activation

Every retailer is looking for more customers, but all the traditional ways of attracting traffic are on the decline. All except one: word of mouth. The oldest trick in the book in fact!
This solution shows you how you can acquire new customers by activating your existing ones. Result = more traffic and a higher return on marketing spend.
We’ve developed a proprietary approach to not only identify those customers who would be willing to recommend you to friends and family but develop a structured approach (with your existing agencies) to make them actually do it.

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Choose this if you:

  • Want to find an effective tactical alternative to traditional traffic-generation methods
  • Lack the tools to identify those customers in your base who would be happy to recommend you
  • Are not sure how to motivate customers to actually make recommendations.

2-DAY SEMINAR:
What does customer-centric retail even look like?

Multi-channel Customer Experience (CX) is a hot topic in retail right now. But the reality is that most retail is still driven by old habits – which have sometimes been hundreds of years in the making.
This 2-day seminar takes you on a tour of what it means to build a truly customer-centric retailer. From the way you build a business case which transcends parameters like shopping cart value or dwell time, to the way you develop innovative propositions that truly differentiate you.
We present the latest examples and best practice cases from inside the retail industry and beyond.

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Choose this if you:

  • Are gathering cases, examples and other material to build a CX business case
  • Need to develop CX vision and bring your colleagues on board
  • Want a fixed-price kick-starter to boost CX progress in your company.

IMPLEMENTATION:
Omni-channel Journey Planning & Management

Omnichannel sounds great in theory, but most retailers struggle to make it work. Systems are disconnected, staff bonuses are non-aligned and inventory always seems to be in the wrong place.
With this solution we help you map omnichannel CX. Not just through pretty customer journey maps (yes we do those too) but also by establishing clear experience standards to profitably meet and exceed customer expectations at every interaction.
We’ll help you turn these standards into reality using a phased approach in line with your business planning cycle.

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Choose this if you:

  • Need to plan and streamline CX across multiple channels
  • Want practical hands-on support with implementation
  • Want to go beyond the theory and make omnichannel CX happen.

MEASUREMENT:
Retail 360®: CX insights store-by-store

To offer a consistently superb experience to customers across a national or international network of stores, retailers need a way to measure individual store experience in an ongoing manner. Not only that, they need their staff to be able to act on findings in a pragmatic and targeted way, by store or by region.
This programme gives you simple, actionable insights at store-level allowing you to plan CX improvements in manageable chunks. Your Sales/Retail Managers will be able to act instantly on customer comments and take immediate actions customers will notice.

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Choose this if you:

  • Want to measure CX in individual stores
  • Want to showcase your best CX Point of Sales and pinpoint priorities for improvement
  • Want to hear from customers in their own words.

INNOVATION:
Customer-Centric Proposition Design

Today’s retail dilemma: if customers can buy most of your products online at a lower price, why would they come to your store?
Should you build more physical stores or develop a stronger online presence? Go for more automation or invest in more personal service?
In this innovation process we design unique and compelling customer-centric retail propositions that differentiate you from the crowd, now and in the future.
A phased and manageable evolution of your retail proposition that is aimed at the customer of today and tomorrow.

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Choose this if you:

  • Need to bring fresh ideas into your proposition development
  • Want to differentiate your brand through profitable Customer Experience now and in the future

CASE STUDY:
Measuring and Managing CX across a network

Find out how we helped this European retailer make their customer experience positive and consistent across 26 stores.
How did we gather up-to-date customer insights? Which stores did customers rate highly and how did they learn from it? Which stores did customers rate lowest and how did they use insights to rapidly improve them?
What motivated/deterred customers at each Point of Sales? What were customers saying about layout, product range, service and staff knowledge? How did we keep insights actionable and accessible for store managers?

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Choose this if you:

  • Want to see how a major retailer is measuring and managing CX across individual stores
  • Want to learn about examples of actions taken at store level for immediate improvements noticeable by customers.

Get in touch and let's discuss how we can help your retail brand profit from Customer Experience.

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