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Case Study

What makes a shopping experience incredible?

Consumers can tell you what matters

Sometimes brands ask questions that are bigger than what is happening inside their locations — they want to know what is important to the broader marketplace. In order to find the answer go straight to the words of the customer and use text analytics to synthesise the results.

Through a customised panel study, this retail brand learned:

  • Friendly greetings are not enough
  • Personalised assistance is key
  • Exactly how to target their future training efforts
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