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    • Friction in Banking
    • People Engagement in Auto
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RETAIL INDUSTRY

A VIRTUAL SHOPPER JOURNEY CASE STUDY

The Perfect In-Store Customer Experience

Client

One of the best-known beer manufacturers in Europe was launching a new brand and wanted to understand the impact that different communication channels would have on customers’ in-store purchasing behavior.

Context

Brick and mortar retailers are going through hard times, facing increased competition from the online channel that grows at 19% per year and wrestling with internal challenges, like the high percentage (85%) of products delisted after their first year, as they fail to reach the benchmark of a highly successful launch.

Methodology

The objective of the study was to measure the impact of different communication channels on shopping behavior by analyzing customers’ reactions in a virtual supermarket as they interacted with branded communication materials or scanned product shelves. We tested 120 customers using our Virtual Shopper Journey tool.

Results

Results showed that participants from the forth sample group bought the advertised beer 3 times more than those in the other study groups. Specifically, around 37% participants from the former group bought the beer, compared with only 11% from the other segments. What’s more interesting, participants from this group were not consciously aware of the in-store experience.

Want more insights?

Read our latest case studies

Friction in Banking
People Engagement in Auto
Resseler Loyalty for Agro

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EVENTS

  • Turn Pharma Challenges Into Opportunities: Neuroscience-based solutions, Online Event, September 23 2020
  • The Neuroscience of Effort - Why Customers Love it Easy, Dublin, June 11 2019
  • 12th Congress FMCG Market. Retail Industry Services, May 28-29 2019
  • Neuromarketing World Forum, Rome, March 13-15th 2019
  • The Neuroscience of Customer Effort & Why Effort Matters in Customer Service, London, January 24th 2019

Recent Posts

  • 5 Steps to Create a Frictionless & Differentiating Digital Customer Journey in the Pharma Industry.
  • Top 4 COVID-19 Enhanced Cognitive Biases That Drive Pharmaceutical Consumption Behavior
  • EAS Sludge Audits – An Engine of Opportunity

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