Business Issue

Our client, an automotive manufacturer, wanted to improve customer experience with its after sales services in order to increase sales of additional products or services and encourage customers to purchase more expensive items. The effectiveness of different measures needed to be evaluated regarding their impact on customer experience and spend. A further objective was to ensure that centrally defined quality standards were better met by the dealers.

Customers are the foundation of business growth and a company's most critical asset. Loyal customers spend more, more often, and act as compelling advocates for your business and brand. And retaining existing customers is typically more cost-effective than recruiting new customers to replace them.

All of which means that nurturing customer relationships and realising their potential for business growth is critical.

Retail & shopper case study

Objectives

• To identify the conversion rate of the frozen desserts, ice cream and luxury ice cream categories
• To establish how the fixture can be improved to trigger higher conversion
• Provide recommendations for location and merchandising strategies
• Recommendations for the structure of the category from entrance to exit

Research Method

Retail & shopper case study

Objectives

• To identify the conversion rate of the frozen desserts, ice cream and luxury ice cream categories
• To establish how the fixture can be improved to trigger higher conversion
• Provide recommendations for location and merchandising strategies
• Recommendations for the structure of the category from entrance to exit

Research Method