Case Study: Keeping track of customer experience, sentiment, and competitor intelligence for Australia’s biggest alcohol retailer

 

INDUSTRY – Alcohol Retail
EXPERTISE – CX & Tracking

 
 
 

The Challenge

 

To refresh the tracking program to maximise its value as a market and competitor intelligence source and integrate into the company’s data ecosystem – in a way that utilises the latest research and marketing theory developments while retaining consistency with past data.

The Solution

 

Connecting to customer loyalty data and improving the design of the customer tracking vehicle allowed for a streamlined approach and focused measurement of what drives positive customer experience and sentiment. The survey was shortened, was more engaging for customers, and provided more robust insights to the business… all for a lower cost.

Services Provided

  • Data Integration

    Model relationships between the different data points, linking customer and behavioural data

  • Co-creation

    Workshop to review and coordinate potential data sources

  • Tracking

    Streamlined tracking program focusing on KPC and flexible ad hoc issues

  • Modelling

    Drivers of performance, adapting over time to ensure currency

  • Data Integrity

    Cognitive interviews to improve design and protocols to ensure data quality

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The Result

 

Presented each quarter to an audience of hundreds, providing greater confidence in results and value to the business. This has become the presentation “not to be missed”.