Whitepaper
FIVE WAYS TO CREATE THE IDEAL IN-STORE SERVICE CX:
ENABLING DEEPER, FASTER INSIGHTS FOR IMPROVED CUSTOMER EXPERIENCE OUTCOMES.
A personal service interaction is one of the defining elements of a retail customer experience (CX). To help understand how it can influence the in-store CX, Maru used the Instant Qualitative Environment capabilities built into our comprehensive insights software platform to run a short-term community over three days. Enabled by this technology, we explored common in-store retail shopping scenarios, using several qualitative techniques and capabilities to uncover insight on what the ideal CX looks and feels like.
This paper uses qualitative tools to explore deeper insights, on the issue of staff interactions in-store. These are often raised within our retail CX programs as hotspot areas where polarized experiences can be created that are memorable for the wrong or right reason.