Retail Customer Experience & Consumer Engagement

Improve customer engagement throughout their journey

If you want to build deeper and more rewarding relationships with your customers, you’ll need to deliver personalized experiences at every touch point.

If you want to build deeper and more rewarding relationships with your customers, you’ll need to deliver personalized experiences at every touch point.

By combining products that people want, with an unrivalled level of service, you can positively influence shopper behavior and make the most of sales opportunities. Impress them often enough, both online and in-store, and your customers could be transformed into brand evangelists.

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What is customer engagement?

Retailers and marketing specialists have long used customer engagement models to attract new and repeat buyers, while building trust and fostering long-term relationships. We know that consumers go through several stages before they become loyal ambassadors, starting with awareness of a product or service, to experiencing it for themselves and weighing up the benefits.

Every stage in the journey presents new opportunities to:

  • Increase customer conversion with discreet upselling tools
  • Grow basket size by grouping products in popular zones
  • Optimize merchandise availability and include e-commerce 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 customer 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.

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Retail Customer Experience & Consumer Engagement

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