Making sure shoppers receive the right shopper experience, from staff interaction to the maintenance of consistent store and marketing standards is key to brand perception and sales.
We use a variety of measurement techniques, from net promoter scores and mystery shops to shopper and employee surveys to help ensure a consistent brand experience every time a shopper comes in contact with your brand.
- Mystery Shops
- 3D visualisation
- Qualitative Analytics
- Data visualisation
- Mobile Video Diaries
Observing shopper behavior in the retail sales space is an incredibly powerful tool.
By filming shopper activity we can quantify the universe and levels of activity against pre set criteria.
This video observation is then analysed and expressed as data with sample clips to illustrate real behaviour.
Getting answers to questions such as customer flow, dwell time at various points in store, the impact of point of sale and promotional messages helps you to maximise your in store potential.
- See - We look at what the shopper sees - the realities of the retail landscape
- Do - We observe their behaviour using fast tracking film to quantify actual activity
- Experience - We interrogate the experience on the customers' behalf
- Think - We engage with shoppers to understand their head and heart
Path to purchase
Once we have understood who your shoppers are, we are then able to map their path to purchase from the sofa to the sale.
We will provide an in-depth understanding of the shopper journey (pre, during and post visit) and how this can be effected to deliver a better experience and improved sales.
We achieve this through techniques such as in-depth shopper interviews, focus groups and accompanied shops.
The result is a set of informed recommendations and a channel communications plan supported by research evidence to improve retail efficiency and effectiveness.
- Shopper journey mapping
- Accompanied shops
- Exit surveys
- Focus groups
- In-depth interviews
- Eye-tracking studies
- Identification of sales barriers
- Key touchpoint identification
Shopper needs and behaviours change according to their shopping mission.
We divide shopping missions into 4 key types – dreamers, hunters, finders and keepers. Each shopping mission is defined by different needs and motivations.
Ideally we will work collaboratively with you to understand the potential value of each mission type and match with available transactional data. Understanding your brands key shopper missions will influence the way you decide to position and market your brand.
Identify your shoppers key missions:
- Dreamers – have identified a need and are open to influence
- Hunters – have identified a category, now need to choose the brand
- Finders – have an urgent need, first come, first served
- Keepers – brand loyalists
Using a variety of data analysis techniques, we can create a range of pen portraits to help you segment your target shoppers.
Pen portraits are a great way of bringing your target shoppers to life internally and helps to shape the way you communicate externally.
Through existing data analysis and profiling techniques such as CACI Acorn profiling and TGI, we can also help you to understand those segments with the greatest opportunity for growth.
- Shopper analysis and profiling techniques
- CACI Acorn Profiling
- TGI surveys
- Pen Portraits
- Brand Positioning
- Focus Groups
- Depth Interviews
- Online Surveys