National Retailer Innovates Gift Giving Experience
Using a variety of discovery methods, Whyze Group identified sixteen opportunities to improve the customer experience.
A customer experience management audit revealed that managers knew what skus were moving and at what margins, but little about what drives positive customer experiences.
Whyze Group performed in-store cue scans at our client’s and competitors’ stores. We also conducted interviews with customers, store employees and corporate staff.
Many of the most valuable insights we garnered were through metaphor analysis. Metaphor analysis enabled customers to use images and photos describing their deepest emotions about buying and giving gifts. One key finding was that men and women differ in their gift shopping and giving habits. Through metaphor analysis, our clients discovered several meaningful opportunities to enhance the gift giving experience at relatively low costs.
In addition, our client identified numerous opportunities to improve customer experiences through revamped store layouts, staff training, compensation and return policies.
We helped managers prioritize those opportunities that would most quickly and cost-effectively enhance customer experiences and repeat business.
Add comment October 7th, 2011