You are building a customer experience engine to do business with people that have high expectations and consumer knowledge.

• Customers must be engaged to tell retailers more about their shopping experience.
• Traditional tools for taking the pulse of customers can fall short of the mark especially when customers research online and share ideas with their friends online and then come into stores that they expect will be in-stock, have superb staff and the best customer service policies.
• Management needs a consistent and constant high quality flow of information on in-store experience, products and services, advertising, and promotions.
• Attitudes to competition must also be probed – where else do they shop, how much do they spend there and why do they go there?


Key Points:
• 5,200 Customer Email Addresses Added in 1 Week: Our BehaviorWorx program added 5,200 new emails to the client’s e-marketing database in just one WEEK. Prior to BehaviorWorx, the client generated only 70 new emails per week through their website sign-up. It is important to note that these email addresses are real relationships that will grow over time.
• 44% Increase to Average Basket Size: After sending a targeted e-coupon offer to their customer email database (accumulated using the BehaviorWorx program), this client experienced a 44% increase to the average purchase amount in-store using the e-coupon.
• Increased Loyalty Card Sign-Up: Our BehaviorWorx program identified that only 50% of non-loyalty card members were effectively introduced to the benefits of memberships. New card sign- up was increased by 54% (during peak holiday season).
• In yet another client engagement, the BehaviorWorx program was used by a chain of stores to target areas for improvement. Previous mystery shopping programs were deemed by management to have not identified what customers wanted and how they experienced receiving it. The BehaviorWorx program however enabled the chain to correctly tune their customer interface with a 300% increase in customer satisfaction. They were able to successfully align service delivery with real customer expectations.