Executive Event: Pre-Release of Retail & Childcare/Nursery Market Research Report UK | AUSTRALIA | NEW ZEALAND
2 industries, 3 regions, 10 events—your choice of location to learn and connect.
Increase conversion, sales, and rebates
Ensure on-target customer experience delivered by your frontline team, and increase customer spend.
Grow basket size
Turn your customers into your biggest fans – compelling them to bring new customers to you.
Use experience as differentiator
Understand and make memorable customer experiences at scale.
Losing margin on customer acquisition?
Traditional customer acquisition
Can mean price cuts to attract the customer
Lots of advertising and promotional spend
What if you could
Get your current customers to become your advocates and increase recommendation
Understand your current customer needs and service these to grow share of wallet
Prevent unhappy customers from churning and going to a competitor
Move the decision to purchase away from a price war and to a differentiated customer experience
Win customer loyalty by improving each experience
Bring customer-centric culture to life in your organisation
“Resonate allows us to learn, adapt and best serve our customer in a changing retail environment.”
Madeline Harris
National Customer &
Communications Manager
Rebel Sports
“A key enabler for my business!”
Samuel Krishnamoorthy
Head B2B – Country Head
brillen.de
“Resonate has been extremely helpful and insightful in my stores.“
Matt Steinbergs
Area Manager
Super Retail Group
“Resonate provide excellent communication, advice and the platform for our company to receive valuable client feedback.“
Steve Helliger
Director Meat Division
Ausfine Foods
“Valuable tool to harness the voice of customer.”
Dave Hallewell
Retail Customer
Experience Specialist
Super Cheap Auto
“The interfacing is very user friendly, and the ability to filter and drill down through results is helpful when creating action plans instore.“
Jo-Anne Nel
Store Manager
Rebel Sports
“Resonate allows us to see the drivers that customers are happy and unhappy with.”
Jennifer Karcz
Store Manager
Super Cheap Auto
Do you understand the customer journey – online and offline?
Getting to know your customer’s full journey helps you break silos and make improvements which affects the whole journey rather than single touch points.
Pinpoint issues and make targeted improvements
Identify friction points within the customer journey
Discover which areas are causing loss in revenue
Discover the trends
Our AI-native text analytics engine help you identify the trends and topics as they develop, giving you richer insights about each part of the customer journey.
Find the sentiment
Together with the topics and trends, discover the customer sentiments and find out the things you are doing well and the ones you need to improve.
Plan action
AI-based root cause analysis and closing the loop workflow within each touch point provides you opportunity to tackle the pain points more efficiently.
Does everyone in your frontline team deliver the same experience?
Ensure a transparent and consistent customer experience is provided at each interaction
Empower each frontline team member with insights into what delighted the customer and what created pain
Change frontline behaviour at scale without having to push from the top
Create uplift in productivity across each staff member, multiplying the ROI of insight
Reward the staff that is driving the best experience and growing sustainable sales
Measure what matters
Our dashboards provide snapshots of your customer feedback so that you can get the insights that matter the most.
Keep track of your team
With an easier way to track your team activities, you can increase your team’s productivity to provide the best experience.
Close the loop
faster
Getting the right information about your customer’s experience at the right time lets you recover the bad experiences sooner.
Increase in-store conversion by continuously understanding the in-store experience
See how leading retail brands are driving market share using our AI-powered CXM
…and many more.
Don’t just increase foot traffic through promotions
Do you understand why conversion is happening?
Do you understand how you could target the experience more for a demographic and convert?
Are you playing the price game to increase conversion and leave money on the table?
CUSTOMER SUCCESS STORIES
The perfect CXM partner for you
Discover unparalleled CXM success with us. Our track record of elevating customer experience journeys has consistently delivered outcomes for companies across all industries worldwide.
Case Studies
The Power of Customer
Feedback with Rebel
Find out how Rebel, the Super Retail Group and Resonate have been working together to drive customer experience throughout their organisation.
“The closed-loop survey solution provided by Resonate has allowed the Sports division to prioritize what really matters to the customer and how overall customer engagement can be improved.”
Wayne Tozer
Executive General Manager
Retail Sports Division
Case Studies
Improving Retail
Frontline CX at Walmart
Discover the transformative strategies employed by Walmart to redefine customer experience in the competitive retail market.
“The program has been instrumental in establishing customer focus at a store level, and systematically increasing NPS across the network. The Resonate team’s innovation, adaptability, and resilience have been greatly appreciated.”
Jim Thompson
Chief Operating Officer,
Walmart China
Are you ready to start your NPS program?
Talk to one of our team members to see how Resonate’s NPS platform can help.
FAQs
Our retail customer experience platform gets you the critical insights at speed to key wins and pain points at critical moments. For example:
- Proactive feedback: It gathers feedback at crucial customer journey moments, so you know exactly what’s working and what’s not. Besides gathering feedback through various feedback channels like questionnaires, our retail customer experience solutions can help brick-and-mortar retail stores understand customer sentiment through facial analytics. This solution allows businesses to understand customer behaviour in real-time and tailor interactions accordingly.
- Rich insights: You’ll be able to identify areas where revenue is lost, such as product mismatches or service gaps.
- Real-time alerts: Store managers get notified of negative experiences in real-time, so they can step in and recover the sale.
Our retail customer experience solutions help you understand what customers love and give them more of it. Here’s how we help:
- Spotting 10/10 experiences: We identify key topics and themes your customers are saying about your brand and help you replicate positive experiences across your stores.
- Promoter conversion: Identify who your neutrals and detractors are and what they like and dislike about your products/services so you can provide the necessary steps to convert them into promoters and advocates.
- Value-added service identification: We help uncover opportunities for new services or experiences that drive satisfaction—and spending!
In a market where price wars dominate, standing out comes down to exceptional retail customer experience. Here’s what we bring to the table:
- Experience as the differentiator: We help you identify and amplify value-added services and experiences that can set you apart from competitors in price-driven markets.
- Immediate insights: Get real-time data to fix what’s broken and double down on what’s great without overwhelming yourself with thousands of raw feedback. We automate it for you without compromising on speed and accuracy.
- Employee alignment: We also track employee feedback, ensuring frontline teams are motivated and aligned with delivering exceptional service.
We make scaling feedback and improvements easier by connecting the dots across every channel:
- Feedback at every touchpoint: Whether it’s an email survey, an SMS, or a QR code in-store, we capture it all in one easy-to-use platform.
- AI-powered Text Analytics: With AI-native solutions like text analytics, we turn mountains of feedback into clear action points.
- Promotes customer-centric culture: Insights are automatically routed to the right team members, so everyone knows what they need to focus on.
- Tap the right people: Feedback can be assigned to the right people or teams without leaving the platform, ensuring nothing slips through the cracks.
Closing the loop is at the heart of what we do to improve retail customer experience—and it’s a game-changer for conversions:
- Assigning the right teams: We make sure feedback gets to the right person for action and that they are notified to act on it, whether it’s a store manager or a corporate exec.
- Real-time risk alerts: Store teams can address poor experiences on the spot, turning potential detractors into loyal customers.
- Strategic insights: Over time, the data reveals the top priorities for improving MPS and driving sales—no guessing needed.
- Executive alignment: With detailed reports, leadership can see what’s working across the board and refine strategies for success.
Related Resources
Guides and Ebooks
Moving Towards Omnichannel Customer Experience for Retail
Explore key strategies for retail businesses to enhance customer experience across multiple channels and leverage omnichannel approaches effectively.
Report and Whitepapers
The Current State of Brick-and-Mortar Retail Customers 2023
Gain valuable insights and an in-depth understanding of customer habits in relation to their shopping at physical retail stores.
Blog
Understanding Top 12 Retail Customer Pain Points to Improve Customer Experience
Map Your Retail Customer Journey to Success! We reveal a winning strategy to optimize each stage – from pre-shop research to post-purchase engagement.
