Consumer & Customer Insights

Understand customer behavior to improve store performance

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Consumer & Customer Insights

Enlighten your decision making and include customer behavior insights to form the foundation of store improvement strategies.

Using customer behavior as a key driver is fundamental to increasing conversion rates. The insights available give you the tools to provide engaging store designs, unrivalled customer service, on point merchandising and even targeted and timely marketing campaigns.

Actionable insights that convert more browsers into buyers will ensure your store reaches its full potential.

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Benefits

Improve sales performance by exposing causes of missed sales opportunities
Increase conversion through improved merchandise positioning
Enhance customer service by monitoring in store interactions
Transform the shopping experience and understand the whole journey, not just the final buying decision
Improve ROI by targeting marketing campaigns and POS to store demographics
Reduce congestion and bottlenecks with navigational and heat map analysis
Monitor POS success with dwell time and customer interaction levels

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The Insights

Capture how people shop new format stores
Establish how shoppers navigate stores and how much of the merchandise they walk past
Identify hot spots and barriers to movement
Determine how people really shop rather than how they say or think they shop
Measure the difference between what people shop and what they buy
Work out how long customers spend in a store or certain zones
Know what percentage are returning customers and how often they return
Learn the ratio of passing footfall compared to the amount of people entering a store
Which shoppers enter the store, then leave instantly
Where customers spend most of their time in store and which are the hot and cold spots

Merchandising by product line, lifestyle or brand collection can be a hotly contested issue. Striking the right balance between a format that offers clean sight lines and efficient shopping experiences with one that offers retail theatre, excitement and discovery is never easy. Determine whether you’ve got it right by seeing how people actually shop.
When do you approach a customer? Is it best determined on browsing time or behavioral signals? Are their certain customers who want help and others who will be put off by an approach? Basing such decisions on insights derived from customer behavior can help validate or change shop floor policies and practices
With so many brands and models on show in such confined spaces, designing a layout that facilitates navigation and avoids creating bottlenecks is paramount. To create a layout fit for purpose you need knowledge of which brands shoppers are instantly drawn towards, how long they spend interacting with device and how many different products they play with.
Product samples, in-store literature or beauty advisors all have a role in making sales. Establishing how much investment to give to each can be made more straightforward by knowing the level of interaction and involvement customers have with them and seeing how they influence sales.
Knowing how different profiles of shopper spend their time, which amenities and facilities they use and how easily they manage to navigate the mall, can influence how often they return. The ability to capture the behavior of different shopper segments helps tailor the offer further to the target audience
Large format stores and warehouses can make it notoriously difficult for customers to find help when they need it. Compiling patterns of where and when these moments of truth occur, allow staff to be in the right locations preventing missed sales opportunities and abandonment.