Customer Experience

360-Degree Store Analysis

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360-degree Store Analysis

The Challenge

  • Neutral analysis of defined retail and outlet stores in order to identify strengths and weaknesses
  • Draw up a catalog of measures for the future retail concept

Our Tasks

  • Holistic analysis of the service level, store appearance, location and furnishings, assortment and price-performance ratio
  • Conduction of Store Manager and headquarter interviews, mystery shopping, store-checks and customer-exit-interviews
  • Preparation of measures and KPIs, based on conducted analysis, in order to achieve reasonable benefits with low effort (quick wins)

Impact

  • Catalog of measures with recommended actions:
    • Improved service level, especially cross- and up-selling
    • Expansion of the product range in specific product classes
    • Optimized window display in order to increase customer frequency
    • Expansion of retail controlling
    • Optimized incentive scheme for staff