An international retailer with more than 300 stores faced a downward trend in sales and a deteriorating image among consumers. In response, the company worked with Mentoro on a transformation to reinvent itself and become a more consumer-centric, value focused retailer.
Mentoro’s main focus during the project was re-designing the in-store customer experience. Mentoro began the process by researching consumer trends and potential opportunities, conducted in-depth study of consumers, and studied their behaviors and emotions before, during and after store visits.
After fact-finding Mentoro recommended several drastic changes in store layouts, product layouts, store employee interactions with consumers, digital technologies utilized in stores, and post-sales customer service processes.
The design had measurable impact in retailer’s test stores: Consumer traffic, total sales and basket sizes increased. The company is currently rolling out the new design in all its stores.