Customer Insight & Experience
In today’s competitive marketplace, shoppers increasingly prioritise customer-focused, differentiated destinations. Our insight & experience services help organisations align with opportunity and gain competitive edge.
We work to understand current and potential audiences – determining needs, expectations and aspirations to assist consumer-facing sectors become even more relevant, customer-centric – and successful.
First Retail Group are specialists in developing experiential consumer propositions through the creation of authentic, signature customer interactions and environments and cultures that people want to be a part of.
Our customer insight & experience clients include well-known consumer brands, franchises, retailers, hospitality, tourism and healthcare, shopping centres, towns and cities.
It starts by understanding the needs of existing and potential customers. First Retail Group are experienced in developing consumer insight across channels including user group forums, shopper surveys, digital tools and observational information capture. We capture the insight that helps determine key priorities and actions for performance improvement.
- Consumer Insight
- Customer Surveys
- Customer Journey Mapping
- Customer Experience Strategy
- Organisational Change Management
- Customer-facing Staff Training
- Performance Monitoring
- Mystery Shopping