Measuring Your Customer Experience
The satisfaction score currently being used to measure Customer Experience was not indicative of the actual in-store experience, or actionable for improvement and/or innovation planning.
Lacked a full understanding of what factors contributed to the Customer Experience. There was a perception gap between what the business thought, and what the customers felt.
Identify the true components of the Customer Experience for in-store retail.
Conduct evaluation to identify the baseline experience score from a business and customer perspective.
Close the perception gap to afford true data and insight driven decisions.
A consistent understanding of customer experience between business and customers.
Prioritization of projects based on largest impact to customer experience.