Retail Industry – Elevate Customer Experience with IBS
In today’s fast-paced retail environment, customer expectations are evolving rapidly. Whether in-store or online, the retail experience must be seamless, personalized, and data-driven. At IBS Customer Experience, we empower retailers to make informed decisions, optimize every customer touchpoint, and stay ahead in a highly competitive market.
Common Challenges in the Retail Sector:
- Fragmented customer experience across channels
- Low visibility into customer satisfaction and needs
- Difficulty in aligning operations with customer expectations
- Lack of data to support business decisions
- Low loyalty and high churn rate
How IBS Helps Retailers Grow:
1. Market Research & Consumer Insights
We provide tailored research reports and field studies that uncover market trends, consumer behaviors, and competitive benchmarks – giving you the clarity to act fast and plan smart.
2. Voice of Customer (VoC) Programs
Collect structured feedback from your customers across multiple touchpoints – digital and in-store – and turn their voices into strategic improvements. Includes surveys, social listening, and feedback analytics.
3. Customer Journey Mapping
We help visualize and analyze your customer’s entire shopping experience – from discovery to post-purchase – to highlight friction points and improve key moments.
4. Marketing Automation & Personalization
Boost customer retention and sales by delivering timely, targeted campaigns based on customer behavior and preferences.
5. Digital Experience Audits
Your website and app are critical touchpoints. We assess your digital platforms from a customer perspective, focusing on usability, speed, navigation, and conversion performance.
6. Mystery Shopping & CX Audits
We deploy trained evaluators to assess real-world customer experiences in your stores, providing data on service quality, staff performance, visual standards, and compliance.
Why IBS for Retail?
- Deep knowledge of regional shopping behavior
- Actionable insights through AI-powered analytics
- Flexible solutions for retailers of all sizes
- Local field teams and bilingual capabilities
- Proven results in improving NPS, sales, and retention