CASE STUDIES

Customer intelligence Engagement: Building Capabilities to Meet Changing Needs of Customers During the Coronavirus crisis for a European Retail Industry Client

Apr 16, 2020

As the coronavirus pandemic continues to reverberate, the European retail industry is experiencing an unprecedented period of growth and prosperity. Small and medium-sized companies in the European retail sector are most at risk as the COVID-19 pandemic has accelerated the shift from face-to-face interactions towards omnichannel digital communications. While some retail brands have already taken approaches to combat the COVID-19 challenges, others are still struggling to maintain productivity and ensure business continuity. As such, European retail brands must take actions to navigate the COVID-19 crisis, plan for the recovery, and shape the future. In addition to this, retail brands must focus on creating exceptional customer experiences to set themselves apart from their competitors, expand home delivery options, reimagine the post-COVID-19 environment, and build agile capabilities for fluid times.

We can help you to survive the COVID-19 crisis and prepare for the post-COVID-19 environment. Learn more about our business continuity services to navigate the COVID-19 crisis.

Business Challenge

The client is a retail firm based out of Central Europe with over 55+ retail outlets.

The prolonged spread of coronavirus had a significant impact on the client’s supply chain operations. Also, the client’s inability to fully transition to a vertically integrated distribution model made it difficult for them to manage demand-supply requirements. Besides, as the customer buying behavior and spending patterns were changing, the client faced challenges in addressing immediate customer needs and preparing for the post-COVID-19 environment.

The European retail industry client noted that many retail brands have already stepped forward to facilitate their customers by accelerating digital options and adjusting merchandising plans. The client, therefore, wanted to understand their customers buying behavior and analyze spending patterns. They chose to collaborate with Infiniti Research to leverage their expertise in offering customer intelligence engagement.

Other key objectives of the European retail industry client were:

  • To enhance digital engagement for keeping sales up and enhancing business continuity
  • To review inventory and rethink merchandising plans for the next half of 2020
  • To enable home delivery options for capturing market share in this demand shift
  • To make physical operations touch-free
  • To simplify the product portfolio without compromising customer experience
  • To reimagine brick-and-mortar strategy for the post-COVID-19 era
  • To build capabilities to meet the changing needs and demands of customers

Maintaining a strong customer experience during such crisis requires an understanding of changing dynamics and pain points of customers. Our customer intelligence engagement can help you achieve this strategic objective. Get in touch with us.

addressing technology gaps to offer a seamless digital customer experience. In addition to this, the client was able to simplify product portfolio, reimagine brick-and-mortar strategy for the post-COVID-19 era, and build capabilities to meet changing needs and demands of customers.

By analyzing the initiatives undertaken by retail brands in China and the United States, the experts helped the European retail industry client to adapt to contactless-delivery options and make physical operations touch-free. Besides, the experts helped the client to keep pace with changing customer preferences in Europe and adopt agile innovation to address immediate customer needs.

Request more info to know how our custom solutions can help you to navigate the COVID-19 crisis.

We help our clients make smarter decisions to achieve rapid business growth

Our strength lies in the unrivaled diversity of our international market research teams, innovative research methodologies, and unique viewpoints that merge seamlessly to offer customized solutions for your every business requirement.

Recent Case Studies

Insights

Our knowledge hub offers exclusive access to a collection of free resources and downloadable articles that provide insights into market developments and details on how our services can benefit your business.