Strengthening the In-store and Digital Journey to Enhance Customer Engagement

A well-known retailer sought to understand its customer experience across both in-store and digital touchpoints, aiming to strengthen its position in comparison to competitors. The goal was to identify opportunities to improve the customer journey and build a more seamless, engaging experience.

Magid partnered with the retailer to conduct a detailed assessment of customer satisfaction. By measuring feedback from recent shopping experiences across four different retailers, we gained insights into what worked well and where improvements could be made. The analysis covered multiple channels, including in-store shopping, self-checkout, employee-assisted checkout, and online fulfillment options such as drive-up, ship-to-home, and pick-up services.

Our approach combined qualitative and quantitative research to assess customer expectations and their satisfaction with various aspects of their shopping journey. Through this research, we identified key strengths and areas where the retailer could improve its customer communication and engagement strategies.

The result was a clear set of priorities that allowed the retailer to focus on touchpoints that drive future engagement. Our analysis helped overlay performance metrics with customer feedback to pinpoint areas that required immediate attention and improvement. This strategy ultimately enabled the retailer to maintain a competitive edge by delivering a superior customer experience.