Customer Experience Analytics: Which comes first…the Chicken or the Egg?

Which should come first, the chicken or the egg? How long will the chicken stay for, where will she go, and how many eggs will be in her basket?   The answers to customer experience analytics still seem tantalisingly out of reach for many retailers.   This year’s RBTE event at Olympia had its fair share of new IT initiatives as well as more established applications, refreshed, re-invented and re-packaged. And it’s a few years now since store traffic & customer movement analytics first burst onto the scene and certainly into my personal consciousness. It claimed to offer to physical…

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1st Joy of a Retail Spring – Understanding customer behaviour

1st Joy of a Retail Spring – Understanding Customer Behaviour Make it your new year’s resolution to understand how your customer behaves inside your stores. In many ways having got them into your store you’ve done the hard part, and everything they do, and everything they buy now, is a bonus that cannot be ignored.   The key is understanding how your customer reacts to your store, your product display, your layout, your service and everything else that can convert a sale. Understand what is working and what is not. Adapt and evolve to ensure the customer is behaving in…

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The Battle to Change Retail Location “Mind-Sets”

Who’s the real competitor? Who’s the real enemy? The massive changes that have swept across this land and others, the decimation of high streets,  town centres and the taking away of the retail heart of communities, though tragic and physically real are the result of a shift in mind-set. The mind-set and shopping patterns of the customer.   And whilst there are a range of practical measures that must be taken physically on the ground and through legislation to create a viable landscape to rebuild these once flourishing centres, perhaps as much a challenge to this renaissance will be the process…

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“Getting the quality from quantities!” how to benefit from retail benchmarking and analytics

Almost everything is measurable and comparable in retail stores but the benefits only come through understanding the implications and the opportunities that lay within the many depths of the powerpoint charts and excel graphs.   Firstly, benchmarking should not be blind but focused on areas of commercial opportunity and the improvement of sales, profit and customer experience KPIs. So as much experience is required in knowing what to compare and measure, and knowing how to measure and compare, as in the final interpretation. Space planning & visual merchandising are both essential facets of the commercial and creative store experience and need…

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Store Analytics “Which came first, the chicken or the egg? How long did the chicken stay for, where did she go, and how many eggs were in her basket? Store Analytics – eggs-plored and eggs-plained!

  How do you use store analytics? This leads us to the chicken and the egg, nestled conveniently in a store near you.   There’s a general feeling that store analytics, using video technology to monitor the movement of customers, their dwell times, engagement rates and conversion rates within stores, has a great deal to offer in terms of store productivities, however how to use the analytics effectively to achieve both short -term wins and long –term goals still seems tantalisingly out of reach for many.   Why the chicken? Why the egg? Well, there are fundamentally 2 ways to…

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