How we helped a national retailer redefine the shopping experience

After a national retailer merged with another prominent technology brand, they faced the challenge of blending two shopping cultures without compromising what customers already loved. Seeking to refine and elevate the shopping experience, the retailer turned to us to dissect their customer journey meticulously.

Our approach was methodical: we crafted an online survey pinpointing three critical areas of the shopper’s journey – general perceptions, highlights, and downsides. This careful mapping not only sketched out a clear visualization of the shopping experience but also divided it into nine experiential buckets as defined by the National Retailer’s customers themselves.

The survey’s revelations were telling. It distinguished the high points that needed safeguarding and the various pain points that begged for innovation. Our subsequent strategy involved creating a detailed visual map distinguishing these experiences. Further, this map underwent refinements to capture nuances between the physical and digital shopping channels, acknowledging that digital pathways exhibited a higher complexity.

Our analysis did not stop at the retailer’s doors; it extended to evaluating competitors. By setting this National Retailer’s shopper experience against its competitors, we armed them with the context and insights needed to not just keep pace but to set the pace in the marketplace.

This National Retailer now moves forward with a clear roadmap. Our collaborative journey with them stands as a testament to the power of strategic consumer insights in crafting experiences that resonate with customers while standing out in the competitive retail industry.