Designing an omnichannel experience

When a customer chooses a product in the hall and buys online from a competitor, or compares products on your website and goes to a store near their home, you lose sales. We help create a customer journey that converts intent into a purchase right on your network, regardless of the entry point.

Increase sales in a category or TM

When customers explain their choice only by “price and quality,” the category manager loses leverage over sales. We reveal the hidden motives that actually drive the buyer to the shelf, even if he himself is not aware of them. The result: sales of VTM or target categories increase after a long period of stagnation.

Formation of a target client portrait

When marketing sees “social demo” and sales sees only “traffic,” the company’s actions become uncoordinated. We uncover the audience’s real motives and agree on a priority guest persona. The result: a shared understanding across all functions, from procurement to e-com, of who our customer is and what value we provide, so they don’t go to a competitor around the corner.

Developing a service vision

When functions operate in opposite directions – one considers price to be an advantage, and the other considers premium service – the customer receives a disconnected experience. Based on qualitative and quantitative understanding of consumers, we help the top players agree on a unified approach. The result is a shared vision: who we are, who our customer is, and who we are for our customer.

The search for strategic differentiation

When everyone's locations are great and prices are identical, it's hard for a business to attract new customers. We uncover implicit needs that consumers don't even realize they have. The result is updated formats, assortment, and services that give guests a compelling reason to choose your chain over the competitor around the corner.

Reducing customer churn (Retention)

It is difficult for retailers to understand the real reasons for churn, as customers are limited to general phrases such as “inconvenient” or “I buy, just not that often.” Through analytics and ethnographic research, we reveal the true motives of customers. You get effective retention programs that stop churn and confidently increase market share.

Implementation of the Net Promoter System (NPS®)

Customer feedback often remains just numbers in reports, because it doesn’t provide clear instructions for action for either the store or the office. We are implementing a system where every function – from logistics to commerce – takes real responsibility for the customer. The result – surveys are finally becoming a driver of changes that are implemented, not discussed.

Formation of service design competence

The shift to omnichannel radically increases the number of services, and the speed of change that customers demand is only increasing. We train internal service designers who can instantly notice new guest needs and implement changes to products and services. The result is that your team independently creates seamless experiences, without waiting for external consultants.