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Search, Price & Review

Instore

Display & Advisor

Support

Contact & Repair

Instore + Feedback

Display + Retailer

#scraping #pricing #stock #review #benchmark

Thus the brand can come up with pricing rules that will quickly and effectively reflect the evolution of this industry. They make sure to stay competitive, and they keep track of posted reviews about their and competing products.

Monitor online product prices and reviews

For one of the world’s leading Pet food & health companies

Research scope

7 countries in Europe, tracking of best selling products from TOP 5 brands,
100+ SKUs monitored across 20 e-commerce websites

Client’s objectives

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Price monitoring of their products as well as competition

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Check stock levels

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Get some customer feedback through product reviews

The solution we implemented

Setting up of a weekly web scraping

Data check and analysis

Creation of a customized output portal : My Dynamic Report

#visibility #recommendation #benchmark #storecheck #mysteryshopping

Thus the brand can take concrete actions towards their promoter team and their retailers, design specific action plans, optimize trainings, work on enhancing the in-store visibility and RECOmmendation of their products.

Measure in-store product visibility and recommendation

High Tech industry, for one of the world’s leading computer brands

Research scope

16 countries, 6,500 stores, mystery visits about new range, Back to School,
Black Friday, Christmas.
50% of visits to in-store sales staff, 50% of visits to brand promoters

Client’s objectives

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Track the recommendation of sales staff and brand promoters

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Analyze the sales pitch and measure skill level

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Benchmark the visibility and positioning of the brand VS competition

The solution we implemented

Setting up of in-store mystery visits with very specific customer profiles

Addition of display check, brand visibility, photos of branded areas

Creation of a customized output portal : My Dynamic Report

#training #positioning #callcenter #customerservice #mysteryshopping

With the results, this manufacturer can take concrete actions towards their own customer service teams as well as monitor the performance of third party call-centers.

Ask questions to the customer service and measure the answer

Automotive industry, for one of the world’s leading manufacturing groups

Research scope

15 countries (Europe, US, LATAM, India, Asia),
Nearly 20,000 mystery calls per year to ask very specific questions (3 per call)
Benchmark based on major automotive brands in each country

Client’s objectives

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Improve customer welcome and care on the phone

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Test skills of agents on very specific aspects

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Benchmark the performance of call-centers of the client (or partners) VS competition

The solution we implemented

Creation of a panel of competitors for each market : target brands and models

Design of scenarios for calls including questions to be asked according to vehicles

Conduct mystery calls with both prospect and customer scenarios

Creation of a customized output portal : My Dynamic Report

#training #positioning #callcenter #customerservice #mysteryshopping

Thus our client can identify the improvement areas that allow for a healthy and constructive relationship with dealers, and also make sure to address their needs. Output results are shared with the management but also with the sales force whose task is to lead the network of dealers on the ground.

Audit, certify and interview the retail network

For one of the world’s leading power & garden tools provider

Research scope

1.500 independent dealers audited and interviewed in less than 2 months

Client’s objectives

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Audit and certify the retail network based on 3 partnership levels

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Measure the dealers’ satisfaction about the support provided by the brand and identify their needs

The solution we implemented

In-depth training of a dedicated team of auditors, working with tablets.

Announced in-store audits based on 150 criteria, with photographic evidence for most

On the spot performance debrief based on compliant or non-compliant criteria

Interview with store manager regarding their satisfaction and expectations about the brand, as well as the products and services offered

Creation of a customized output portal : My Dynamic Report

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