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Customer Experience for the Retail Industry

At a time when the highstreet is under threat and shoppers are choosing to buy online, it’s critical that retailers take steps to enhance their physical presence – offering an experience that you can’t get with a click.

We work with retail businesses to build cohesive teams, create great workplaces and enhance the customer culture. Through telephone interviews or focus groups with your customers and employees, we can provide the insight you need to make customer experience your most powerful USP, and we can work with your teams to exceed their expectations.

Our Approach

We will tailor our approach to your customers, your staff, your objectives and your budget, creating a personalised, measurable learning journey. It may incorporate customer research, leadership programmes, frontline skills workshops, customer experience coaching, and more.

Our services…

Our Experience

By ensuring your customer experience is consistent, smooth and enjoyable, we can increase customer loyalty and drive up revenue. Some examples of how we work:

Customer Insight: We worked with a retailer to conduct mystery shopper trips to their shops, and also to their competitors’ outlets. We shared these results with the client, revealing huge opportunities for increasing sales, alongside an affordable plan for leadership and frontline development. Read our case study...

People Performance: We undertook a management development programme for a small chain of charity shops. The 12-month learning journey developed the confidence, skills, potential and performance of shop managers, thus increasing the revenue contribution from all retail outlets to the charity. Read our case study...

“I value highly the learning and business support that we continue to benefit from provided by Sidona.” Helen Hutter, Head of Retail at Hospiscare