Supporting a Discount Retailer to Drive Loyalty and Growth

The challenge

Facing intense competition, a leading discount retailer in the UK needed to gain a deeper understanding of its customers. Their goal was to find out why people shopped with them and with their competitors, and to identify ways to enhance the shopping experience to foster loyalty and drive growth.

What we did

We implemented an agile qualitative research program, including a seven-day online community with pre-screened UK shoppers who documented their in-store journeys. This approach gave us rich, real-time insights into their shopping behaviours, store navigation, and preferences. Through structured tasks and real-time dialogue, we developed a detailed understanding of customer motivations, pain points, and perceptions of value.

The impact of the research

We provided strategies to enhance customer loyalty through improved engagement and recommendations for streamlining store layouts for a more intuitive shopping journey. As a result, the retailer was able to refine their strategy, addressing key areas for improvement and reinforcing their strengths to attract and retain customers in a highly competitive market.