Leveraging Consumer Insights for Retail Systems Client Decisions

August 21, 2017

Over time, consumers have started developing their own approach to research and are purchasing products from their preferable brands in stores. Shoppers of today are more discerning and want their shopping needs to be met in a way that minimizes uncertainty and inflexibility and further maximizes efficiency, convenience, and pleasure. To meet the expected standards of consumers, retailers in the market have started relying on consumer survey studies to offer comprehensive and more customized experiences to consumers. In the retail landscape, consumer survey promises a sleeker and more personalized experience to the client. The consumer survey shows a detailed overview of consumers in terms of their preferences and decisions. Also, in cases where the number of customers is extremely high, consumer survey helps retailers drive traffic and enhance customer proposition.

Infiniti’s consumer survey solution helps retailers find ways to leverage the use of offline and online environments to provide a holistic view of the brand to the customers. Also, the survey experts can help the client meet shoppers’ expectations in terms of in-store experiences. Furthermore, with the help of our solutions, retailers can compare the traffic of both online and physical stores, assess customers’ preferences, and make informed decisions.

The Business ChallengeIR_Brochure

Just like most players in the retail systems landscape, a global retail systems supplier popular in online retailing wanted to implement changes in their retailing processes based on customer preferences. In the initial days, the retail systems client was facing a substantial growth in their sales and was gaining maximum ROI. However, at present, the client witnessed a narrow dip in sales performance, which, in turn, started affecting their product lines.

The client also wanted to gauge information on the consumer behavior and sought to conduct a robust consumer survey to target the relevant target customers. The primary objective of the engagement was to understand the customer journey, their purchasing behavior, and deliver promising sales.

Our Approach

To gain actionable customer insights in the retail landscape, the client approached Infiniti’s consumer survey experts. Infiniti’s consumer survey experts carried out a blended approach comprising of interviews and discussion with leading stakeholders in the retail systems landscape. Infiniti’s consumer survey experts also carried out data and interviews with retail systems providers around the world. Also, our experts also created a robust business model to analyze and evaluate retailers across the international retail systems landscape.

Consumer survey

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Consumer Survey Solutions Benefits

  • Assess the sales performance and improve customer experience
  • Understand customer preferences and drive marketing ROI
  • Identify, track, and retain customers and boost customer loyalty
  • Streamline marketing efforts by minimizing costs and maximizing resources
  • Differentiate the customer experience and stay competitive in the market

Benefits of Our Integrated Approach

In a span of eight weeks, Infiniti’s consumer survey results helped the client shift to a more consumer-centric environment and understand the preferences of the consumers. The engagement further assisted the client in analyzing the transformation of the retail landscape from a physical store-based landscape to a digital retail landscape.

A must-read case study for strategy experts and decision makers looking to develop an an understanding of the retail landscape.

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