Retailers’ goals are the same as they’ve always been: Get the customer in the door. Shop online at your website. Increase basket size. Drive repeat business. Encourage referrals. Even, find you on their mobile device.
However, the means of achieving these goals have changed tremendously due to major shifts in customers’ expectations and shopping patterns. The influence of social media and omni-channel on retail shopping has exploded, shifting power to the shopper. Technology has shaped communication and marketing strategies, and the landscape in which retailers operate will never be the same. As consumers become more price-sensitive and deal-savvy, it’s harder to turn a profit while providing a quality customer experience. And you can’t afford to fail when it comes to customer experience.
We can help you get the most out of every customer interaction by providing tools for your employees and information about what your customers want and expect. For example, our APECS® Customer Satisfaction measurement program allows you to turn customer feedback into business improvements and ultimately an enhanced customer experience.
It is important to understand your audience, your competitors and your brand perception. Our research will help you position and price your products to align with customer expectations, and it will give you an immediate read when you’re lagging so you can make the necessary adjustments. Here is a sample of our service offerings.
Research aligns your strategies with your customers’ wants and buying patterns. We offer a variety of qualitative and quantitative approaches to help you be in the right places, with the right products at the right prices.