Improving Retention by Enhanced Customer Experience
Increasing Customer Retention and Repeat Purchases for a Gourmet Grocery Retail Chain by overhauling phygital customer experience.
About the Project
Our Client, a gourmet grocery retail chain was experiencing hugh churn in month on month customer retention and monthly repeat purchases were lower than industry average. The client hired Hanoch Consulting to advice them on improving customer experiences, and in turn increasing customer retention, across both delivery channels - physical stores and online.
Client
Industry
Retail Gourmet Grocery
Category
Experience Design
Duration
1 Months
The project began by carrying out Hanoch's 360 degree client assessment - Industry, Company, Customers - and Problem Identification. Our team understood the core problem behind poor retention and weak repeat sales was primarily stemming from sub-par online purchase and delivery experience. Conducting thorough user research helped us narrow down on clear cut experience initiatives that could impact customer retention and top line in the near, medium and long term.
