case studies...

Increase average purchase price without sacrificing margins.

Multi-unit Specialty Retailer

Historically, customers averaged $31.00 in purchases on each visit. This retailer wanted to increase their average basket size without reducing margins.

In addition, this retailer wanted to expand their product selection to include the most prestigious products in their categories. To obtain distribution rights for these exclusive product brands, they needed to demonstrate a commitment to service excellence, and to document their progress. Management decided to answer both needs by monitoring the daily customer experience across their operation, using Mindshare™.

MINDSHARE™ was installed to allow our retail client to get immediate daily input directly from their customers. The point-of-sale receipt for each customer included an offer to call a toll-free number and receive a free gift with their next $35 purchase. Customers called the number; answered a few questions via their telephone keypad, and received a redemption code, validating the offer for a free gift.

Management receives Mindshare reports via scheduled email. Review of the reports follows the same schedule, with specific actions prescribed.

Transaction size is up over 50%; from $31.00 to $50.00 per transaction, when customers use their bounce-back offer on their next visit. Margins are not compromised, as the cost of the free gift is under $1.00.

In addition, service lapses, identified through Mindshare’s reporting engine are followed with a personal phone call from a customer service team. The promptness of the follow-through has helped recover many at-risk customers.