Omnichannel shopping journey audit
Who it’s for
Retailers who have a fragmented understanding of their customer experience across digital and physical channels, and want to solve for the root causes of low conversion rates, high funnel dropouts, and missed revenue opportunities.
How it works
Amplify combines rich qualitative customer data with your journey metrics and feedback to tell a complete story of how customers experience your brand - before, during and after the shopping experience and in all the ways they shop.
Retailers gain in-depth insights and a clear, prioritized plan to improve the customer experience and zero in on target users, leading to higher acquisition, conversion and loyalty.
Why it is different
Amplify is expert in ethnographic research methods that uncover new customer insights and tell a more meaningful story about why customers love your brand, what they want at key points, and why they leave.
This service uniquely combines the in depth qualitative research that retailers don’t often do themselves (shop alongs, target customer interviews, store intercepts), with an analysis of business metrics.
How it drives growth
In addition to a customer journey framework and an insights report, this service delivers a prioritized list of barriers and pain points, and a clear roadmap to improve the customer experience and meet business goals.
THE DETAILS
Typical time to results:
8-10 weeks
Quick wins:
Topline insights from one customer group in 4 weeks.
Scope:
- Stakeholder interviews
- In depth qualitative research with 15 customers, including online and store shop alongs
- Review of existing CX data and feedback
- Facilitation of kickoff, midpoint and stakeholder workshops to prioritize insights and opportunities
- Delivery of an insights report, customer journey map, and prioritized cx roadmap to increase acquisition, conversion, retention, or other outcomes.
