A Meaningful Retail Experience

How Can Your Retail Experience Be a Landmark Occasion?

The Challenge

An Actionable Research client who has a well known product franchise with a multi-city “retail experience” needed to understand how well the experience matched with expectations, and how frequently expectations were exceeded. Since hundreds of thousands of patrons come to these retail outlets each year, a delightful experience was critical to the company’s success. As a subsidiary of one of the world’s largest companies, these retail outlets are high profile operations, so what should be measured? What defines a meaningful experience to their demographic, which frequently are mothers and young daughters? What about the experience you designed could be improved or managed better?

The Approach

Our client turned to Actionable Research and their team of customer loyalty experts to tie customer experiences to measurable business operations. These business operations are critical to the main indicators of success for their business: a willingness to recommend the retail outlet experience to their friends and to create a meaningful memory for their family. Actionable Research designed a survey which is offered to retail outlet patrons 4 times a year, and the results are compared store to store, seasonally and period to period.

The Result

During Actionable Research’s tenure in working with this client, they continue to open new stores to a receptive audience. In a time where retail remains a challenging business, they have the intelligence they need to effectively compete with other similar businesses and experiences for their customer’s investments. Most important, their management team has solid metrics from which to build new products and to challenge their team to strive for higher and higher levels of excellence.