Problem
A retail company with over 300 branches aimed to improve the experience it offers to consumers and increase its sales and profitability.
Approach
We took the following steps:
- Defined the company’s target customer personas,
- Collected end-to-end data on customers’ current experiences in the stores to identify pain points,
- Mapped the current customer journeys,
- At all touchpoints, we defined:
- The emotions that the company wants to evoke in customers (differentiating from competitors),
- Concrete changes to be made in the experience process to evoke these emotions,
- Technologies and infrastructures to be used,
- KPIs to track for measuring the customer experience,
- Actions needed for integrating the experience into processes,
Developed tangible solution proposals for store design, product layout, sales staff behavior, in-store sales processes, use of digital products in stores, and after-sales services.
Impact
A 35% increase in NPS score and a 25% increase in in-store customer traffic were achieved.
