Through Customer Experience Research we help you gaining better insights in your customers: their real motivators, their important expectations and the value they are seeking.

We help you to identify:

1. The main values which drive your customer’s loyalty
2. The drivers of their buying behaviour
   • most important functional and emotional drivers
   • In-store & environmental stimuli
3. Quick wins
   • ‘Critical Incidents’ for immediate action & improvement
   • Prioritise Retail Operational & HR actions
4. Track impact of the delivered CE strategy on loyalty
   • To which level is de delivered CE meeting the customer’s expectations

Different data collection methods (web-based, exit interviews, focus groups...) are used to deliver reliable & actionable results.

These Customer Insights will help you at a second stage to define, optimize and/or re-design your customer experience strategy (see: Customer Experience Design).