Shopper Journey & Shopper Research

Understanding the route to shopper engagement

Insightful behavioral observations, tracked as part of the customer journey mapping process, are key to growing sales and encouraging loyalty.

Insightful behavioral observations, tracked as part of the customer journey mapping process, are key to growing sales and encouraging loyalty.

Shoppers, as we know, exhibit certain behaviors as they walk through the store. They may call in to quickly pick up a few items or spend longer browsing before making a decision. Successful brands understand consumers, so they present stores in a way that triggers positive action. Delivering better in-store experiences, by helping customers find exactly what they need, is essential for any retailer who wants to improve their bottom line.

It’s all about developing the right strategy to motivate shoppers at different touchpoints to maximize customer dwell time and drive up sales.

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Our footfall analytics are key to:

  • Increasing repeat visits by monitoring activity that encourages return visits
  • Growing your customer base and identifying when new shoppers enter your store
  • Increasing Average Transaction Value (ATV) by shaping navigational routes to complementary product zones
  • Reducing product abandonment and managing traffic flow to avoid bottlenecks and obstructions
  • Establishing ROI from window displays by monitoring how perimeter engagement leads to product purchase
  • Building detailed customer profiles and tracking complete shopper trips

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The insights

We can track total movement of a shopper around your store, following and recording their movements and actions. Monitoring the customer journey and buyer behavior can give you clear qualitative insight on areas that need improving:

Staffing:

  • Is there slow service?
  • Are there queue length problems?
  • Does your sector have high service requirements?
  • How fast is stock replenished?

Store Layout:

  • What is your highest interest product?
  • Are fixtures too low?
  • Are walkway gaps too narrow?
  • What areas are the poorest converters?
  • Are products in the wrong place?

Product Mix:

  • Is your product density too high?
  • Do you have the correct signage?
  • Is your labeling confusing?

By mapping consumer buying behavior, we can bring clear and accurate insight to understand how customers use your store and the buying process you offer.

  • Context provides rich insight. Every store experience is influenced by the rest of the shopping expedition.”
    Tim Denison, Director of Retail Intelligence, Ipsos Retail Performance

solutions

Shopper Journey & Shopper Research

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