Store checking

Evaluate set of competencies, from store management, engagement, visual merchandise to brand & product knowledge. Obtain feedback from employees on daily operations and challenges. Build action plans to address and resolve each store’s current needs. Track development through regular checking.

Store evaluation

Evaluate in-store performance. Benchmark capabilities with brand guidelines and shopper expectations. Identify store’s strengths and weaknesses. Track commonalities / differences by organizational level (e.g. region, country, store). Build action plans to target areas of improvement at each level. With random visits, store evaluation reflects your actual retail performance and quality of service.

Staff evaluation

Evaluate individual in-store performance. Benchmark capabilities with brand guidelines and shopper expectations. Identify staff’s strengths and weaknesses. Track commonalities / differences by organizational level (e.g. region, country, store, staff). Build action plans to target areas of improvement at each level.
In-depth analysis of an assessment of each of your shop team. At a store level, staff evaluation analyses each staff member performance to build your training and coaching programs.

Benchmark

Benchmark service and selling capabilities of selected stores against key competitors. Build competitor intelligence on store guidelines and competencies. Pinpoint competitive strengths and weaknesses, identify the best practices. Build action plans to address your needs and differentiate from your competitors.

Omni-channel analysis

Evaluate full customer experience, through three interrelated channels: online, in-store and aftersales. Analyze shopper’s path of purchase – identify strengths & areas of improvement per channel. Analyze cross-channel consistency – how online, in-store and aftersales interact with one another to provide a seamless experience. Benchmark shoppers’ willingness to purchase and willingness to recommend the brand (NPS) throughout the omni-channel journey.

After sales service program

Evaluate your aftersales service capability to answer, reassure and find solutions to shoppers’ concerns. Measure clients’ satisfaction through various touch points – e.g. in-store, phone, email. Pinpoint your brand’s strengths and weaknesses. Build action plans to address and resolve current challenges

Qualitative interview

As an extension of MSP, qualitative interviews delve deeper into shoppers’ motivations and preferences. Interviews not only examine speech but also shoppers’ emotional and non-verbal responses (e.g. tone, body language) and determine shoppers’ true needs and underlying preferences. Combined with MSP results, we build action plans to address brand and staff/store needs.

Focus group

As an extension of MSP or as a stand-alone service, focus group delve deeper into shoppers’ expectations to better understand the full customer experience. Devise a topic for discussion, get insights from a representative group of shoppers and develop clear and actionable strategies.