Retail Customer Experience & Consumer Engagement

Improve customer engagement throughout their journey

Enhance the customer experience at every touch point to grow deeper and more rewarding relationships

Enhance the customer experience at every touch point to grow deeper and more rewarding relationships

Providing both valuable products or services and an unrivaled customer experience will allow you to positively engage with your customers at every opportunity.

Empower customers to become your evangelists with personalized messages at each touch point and a sleek relationship between online and bricks and mortar services.

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Benefits

  • Increase customer conversion with discreet upselling tools
  • Grow basket size by grouping products in popular zones
  • Optimize merchandise availability and include ecommerce as an in-store selling tool
  • Engage customers by creating better experiential destinations
  • Strategically place promotional items in line with the customer journey
  • Measure and build levels of engagement through shopper touch points
  • Increase loyalty levels by using targeted solutions to improve dwell times and patronage
  • Increase basket value with interactive and engaging technology that bridges the gap between in store and online shopping. Prompt product and combination recommendations; build fun and fruitful experiences that encourage brand advocacy, whilst also creating shopper profiles and involvement levels.
  • Improve future store design and save resource with field research that will optimize the shopper journey – both in-store and in mall pop-ups.
  • With new products being launched at pace, there is no retail environment in which shoppers are more eager to test out the latest and greatest. This is arguably where experiential retailing was invented and establishing how shoppers use the space helps manage the space and reward shoppers with the level of product interaction and customer service that they expect.
  • Few sectors have as a high a SKU density and as many experience-enhancing opportunities. Establishing the appropriate on-services for a format and catchment area, from well-being clinics to beauty consultants, creates a successful means of differentiation.
  • Measuring the increase in traffic from events is routine to management. But knowing which retailers benefit most from events and bring in the most new visitors, provides valuable input and direction into becoming an experience destination.
  • Enrich customer experience and provide the support they need by identifying areas and zones that require improved signage and information to complete the purchasing decision.

Business Functions

Estate Planning

In-store operators

Marketing & Insights

Finance

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solutions

Retail Customer Experience & Consumer Engagement

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Our Latest Thinking

Mystery shopping in luxury retail

August 23, 2018 | By Ipsos Retail Performance

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Heatwave piles on the pressure on UK high streets

August 6, 2018 | By Ipsos Retail Performance

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Why observational research is a valuable tool for stores

July 25, 2018 | By Tim Denison

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