Solutions for traditional sales channels

YourCX's research solutions are designed to meet the needs of companies with multi-channel sales. Targeting the traditional channel, the research is focused on evaluating specific points of sale, quality of service, product availability, or monitoring changing consumer behavior, the ROPO phenomenon and overall brand perception. One of the cornerstones of this research is to take advantage of the growing popularity of mobile and the fact that more and more consumers are using mobile devices with Internet access while shopping.

Thanks to us, you will be able to find answers to the following questions, for example: What problems or concerns do customers have when visiting particular stationary outlets? Are customers successfully meeting the goals of their store visit? What impact does the Internet have on retail sales in the traditional channel? How is the scale of the ROPO and revROPO effect changing? What is the impact of positive experiences on sales growth? What influences your customers' loyalty the most?

Research loyalty and optimize experiences!

The increase in companies' investment in Customer Experience research and optimization activities makes the need to measure and compare the effectiveness of implemented strategies essential. With the support of YourCX, you will measure the value of qualitative indicators in stationary outlets, including NPS (Net Promoter Score), find out which factors have the strongest impact on loyalty, willingness to recommend your brand, and ultimately on key business indicators. You will also gather full feedback on problems and areas that need intervention. As part of our services, we also offer unique benchmarks and numerous indicators and solutions to optimize Consumer satisfaction in the offline channel.

Studies of traditional points of sale

Non-invasive flyers, posters or screens can be placed at traditional points of sale or customer service with an incentive to rate the experience and share feedback. The survey can be launched by scanning a QR code, typing an easy-to-remember URL into a browser, and/or via NFC. Data can also be collected via tablets placed in a prominent location, through which the customer can easily evaluate various aspects of the visit and share comments. QR codes and links can also be placed on fiscal receipts.

Geolocation and the use of mobile

With the help of the geolocation mechanism, we are able to detect whether a visitor to the website is in one of the stationary stores or competitors' stores at any given time. We take advantage of the fact that more and more customers of traditional stores are using the Internet to compare prices, check availability or read product information and reviews. This mechanism is ideal not only for in-store experience research, but also for monitoring the scale of the ROPO and revROPO effect and studying consumer behavior in an omnichannel environment. It is also possible to use the geolocation mechanism among those customers of a traditional store who use the mobile application of a particular chain. After a visit, the app user will receive a push notification on their mobile device asking them to evaluate their visit.

Support for business development

Through in-depth analysis of customer emotions and expectations, it is possible to generate positive experiences and effectively develop business. By segmenting quantitative and qualitative data by location, you will get a clear comparison between different outlets and regions. Additional juxtaposition of this information with financial data will provide you with a full understanding of development directions and areas that need further work. You will also examine how much and real impact individual parameters have on your company's revenue.

A set of tools specially designed for multichannel sales that allow you to implement continuous testing, verification and A/B testing using various methods.

• Surveys of any issue, including satisfaction with service, matching offerings to needs, store cleanliness, speed of resolution, quality of help at customer service points, etc.
• Estimating and monitoring the scale of ROPO (Research Online, Purchase Offline) and revROPO (reverse ROPO). Studying the mutual impact of different channels on each other.
• Flexible approach to project execution, including combining offline and online research (for more information on e-commerce solutions, click here).
• Strong research integration with analysis of the impact of emotions and experiences on business metrics, including NPS (Net Promoter Score).
• Free integrations - CRM/ERP, analytical tools (Google Analytics, Adobe Analytics), analysis between surveys, multivariate analysis, path and conversion analysis.