An activewear client was looking to improve its customer service, but wasn’t sure how to provide the same consistent high-touch approach across its stores, or if it even needed to.
We scraped review sites for store reviews and feedback on customer experience across the U.S. We also did our own mystery shopping at a few local stores to supplement our findings.
Customers were being lost at several points within the store. For example, an enjoyable fitting room experience was paramount to influencing the purchase decision.
We recommended creating a personal shopper-style app that could help prep them before shopping in-store, and then use wayfinding capabilities in the store to navigate them through the purchase process, including calling for a sales associate when desired.
This research project kick-started a multi-year development project for Deloitte.