Case Study: How To Improve The Customer Experience

By Erin Harris, Integrated Solutions For Retailers magazine

If you want to keep your customers and turn them into advocates, you need to drive customer experience quality in every transaction. The first step is to determine the drivers of customer loyalty. Some retailers uncover the drivers of customer loyalty with surveys, mystery shoppers, and exit interviews (i.e. an employee questions customers about their in-store experience as the customer exits the store). Canadian Tire, an automotive, home, and leisure retailer with 480 locations throughout Canada, is passionate about customer insights.