Customer Experience in the Retail Industry
Are Your Customers Drawn to Your Store?
Customer Experience in the Retail Industry
Are Your Customers Drawn to Your Store?
The swift changes in consumer behaviors and the wide array of products on the market are deeply influencing the retail industry, whether it is dedicated to food products or other consumer goods.
Employing our comprehensive approach to customer, employee, and brand experience streamlines your operations and fosters a customer-centric corporate culture.
No matter your target demographic or the nature of your merchandise, it’s vital to ensure that your customers appreciate their experience, your employees evolve into brand advocates, your brand identity remains robust, and your local presence is visible where it counts.
Mystery shopper Real Consumer
Whether fortifying your customer journeys, assessing store compliance by department or services (delivery, click and collect, etc.), our solutions help guide your managers and employees towards crucial aspects to ensure performance consistency across your network. Our programs can also be leveraged for competitive intelligence, providing valuable strategic insights into your competitors’ best practices.
Continuous Survey – Voice of Customer
Through our Hexia platform, our continuous survey programs allow you to capture customer satisfaction in real-time, whether it’s for their in-store purchase experiences with or without purchase, delivery and installation, as well as product quality. You will be able to track key customer experience indicators, including satisfaction for each department, by service step, and the Net Promoter Score (NPS). In addition to improving your online reviews by encouraging promoters to share their opinions, our solution enables you to proactively engage with dissatisfied customers.
Hexia.local
With the assistance of our Localtrac platform, retailers can address several key challenges in customer experience. By ensuring brand consistency across various online channels, we enhance your local presence and reputation. Our management tools also simplify understanding customer purchasing behaviors, enabling you to adapt and optimize your strategies. Digital transformation is facilitated by our intuitive platform, helping you remain competitive in an ever-evolving market. Lastly, by providing an optimized customer experience and fostering customer loyalty through effective management of online reviews (response templates and automated responses), we assist you in solidifying your market position.
More Retail Solutions
Explore how Lanla and its offerings in customer experience, employee experience, and brand experience can contribute to your store’s achievements.
Positioning and NPS Surveys
By merging our panel of respondents with your customer lists, we can assess your brand awareness, the image you project, as well as the purchasing habits and motivations of your loyal, undecided, and potential customers. You’ll also be able to clearly differentiate your stores’ or supermarkets’ customer experience from that of your competitors, identify levers for change, and develop effective strategies to elevate your brand to the top!
Employee Engagement Survey
Our employee engagement surveys aim to identify obstacles hindering your teams’ motivation, whether at headquarters, warehouses, or shop floor teams. Our reports provide you with a satisfaction diagnosis on the foundations of your employee experience, enabling you to identify change levers and implement concrete strategies to engage and retain your employees.
Conferences and Training Workshops
Leverage the data from your customer experience evaluation programs, employee engagement, and brand perception to educate your in-store staff and managers on the essential elements for your clientele. With our approach, you can tailor training sessions and conferences according to your values and strategic objectives. Various themes can be addressed, such as the value of excellent service, upselling techniques, the impact of a warm welcome, making the customer a priority every day, and more.
Data Analysis and Valorization
With our customized approach, our team of experts precisely identifies your analytical goals and needs for your establishments, propelling your performance to a higher level. Our customized reports are designed for headquarters decision-makers and field managers, optimizing your results and converting your data into operational, strategic, and marketing advantages. By highlighting the most impactful levers, you can focus your efforts on the most influential operational aspects for consumers, both at reception, on the shop floor, and at the checkout.
POS displays, brand identity, communication tools, and digital marketing
Whether you’re looking to refresh your brand image, create a distinctive identity that truly reflects the essence of your company, or increase the visibility and recognition of your products, stores, or grocery outlets, the Lanla team is here to guide you. We also bring extensive expertise in point-of-sale advertising (POS), packaging, kiosks, and more. Everything you need to showcase your brand and products. Don’t hesitate to contact us to explore the endless possibilities available to you.
