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By Konrad

Mobile Phone Store Experience Case Study – Discovering how well 3 different formats support customer journeys

t mobile logo pink greyT-Mobile

Engagement:

This mobile phone store experience case study shows the benefit of managing design in an agile way by including a review early in a refurbishment programme.  We describe our study of customer journeys at 3 flagship stores, to help plan changes to their new stores, which would increase sales, improve operational efficiency and enhance the customer experience

Store refresh, refurbishment, rebranding and reformatting programmes all amount to the same thing – they are about improving the customer experience. However, in most cases the design work is carried out in offices many miles away with little insight to what customers (and staff) think, feel and do.

Customer experience is all about interactions and perceptions. Customers measure their overall experience in three different ways: ‘Was it useful’ – did they get what they want? ‘Was it usable’ – was it easy to get what they want? ‘Was it enjoyable?’ If these factors are not carefully considered, how can we be sure that changes to a store will achieve its objectives? Aesthetics such as branding, image and corporate identity often take priority and rarely do ‘designers’ return to the ‘scene of their work’ to review its success. ‘Did what looked nice on paper prove to work out in real life?’ Not an unreasonable question, but seldom asked. [Read more…]

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By Konrad

Store Optimisation Case Study – Enhancing the customer experience in mobile phone stores

red vodafone logoVodafone Retail

Engagement:

This store optimisation case study describes our insights and analytical data was used in a £30M store refurbishment programme, to improve store performance, enhance the customer experience and increase sales opportunities

Online is dead, long live the store! Sounds crazy but facts have lead me to believe that bricks and mortar are here to stay and online ONLY retailers aren’t. Customers want to see, feel and try out products and take them home immediately. Visits have dropped, but because of digital, each trip becomes more purposeful. Customers know what they want and are more likely to buy when they step into a real store. Online does not change the volume and speed of consumption – all this stuff we want to buy must be stored somewhere. Without stores, we need bigger warehouses. Unless you’re Amazon, online ONLY retailers are doomed! [Read more…]

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KonvergenceUKPaul Purcell@KonvergenceUK·
5 Jun 2020

Emirates new customer flow management tactics include boarding agents and ground staff who interact directly with travellers donning protective disposable gowns and safety visors.
#customerflowmanagment #customerexperience #airports

https://buff.ly/3dbMbZE

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