
Putting a lens on optical retail customer experiences
Monitoring and measuring the optical retail landscape & purchase experience
Working in partnership with a global leader in optical retail, our client needs to continually ensure that their high street brands remain ahead of emerging trends, give customers what they need, and provide market leading care and experiences. Our continuous online approach in 17 international markets provides visibility of brand performance and positioning, and measures behaviour and CX across an omnichannel purchase journey… all of this is presented within the local competitive context. But as we know, research is of limited use without impactful insight - KPI summaries and action orientated debriefs are delivered in each market, with targeted advice on how to improve CX at each stage of the customer journey. Ultimately, this programme strengthens our client’s brand positioning, with evidence and direction for £multi-million global investment to remain ahead of emerging trends.