Customer journey analytics refers to the metrics that track a customer's purchasing process in store.
Between the moment a potential customer enters a store and the moment they leave, they interact with different sections of the store and exhibit certain behaviours.
These interactions and behaviours determine whether the visitor makes a purchase or leaves without buying anything.
From entrance to exit, each customer's shopping journey involves multiple stages that can lead to a purchase.
By monitoring and understanding this data, store managers can begin implementing strategies to improve that journey and increase footfall, conversions and revenue.
With the ShopAnalytics performance platform, you can accurately track the various metrics of your visitors' journey in order to optimise every stage of the purchasing process.
Optimise the customer journey:
The process begins as soon as a customer walks into your store. They move around, looking for the items they want. Depending on how easily they find the products and how satisfied they are, they either make a purchase or leave the store.
anavid's heatmap solution enables retailers to optimise visitor flow in their stores. It shows how visitors move from the entrance to the store's various sections or zones, how easily they find what they want, the areas where they linger the most and the sticking points in their journey.
Thanks to this data, store design can be improved to resolve sticking points and help customers avoid bottlenecks or delays in store.
What's more, by assessing the popular areas and improving the rest accordingly, managers can take the necessary steps to optimise the customer journey and increase customer satisfaction, which leads them to make a purchase.
Identify the best-performing products:
Customers usually have favourite products and brands, and some sections of the store will attract more people than others. Stores can improve the customer journey by ensuring that the busiest sections are as uncluttered as possible.
Furthermore, efforts must be made to ensure that best-selling products never go out of stock.
Our ShopAnalytics solution measures the occupancy level of the different areas of a store. Using data from the heatmap sensors, stores can identify the areas customers like to visit and the products they buy most frequently.
Improve the staff-to-customer ratio:
A customer's journey is never complete without some interaction with store staff. Visitors may need help from sales assistants to complete their purchase, perhaps because they have doubts about a particular product or brand, or because they need convincing before committing to a purchase.
By maintaining an optimal customer-to-staff ratio at all times, retailers can ensure that no sales opportunity is lost because they have not deployed enough staff.
By combining people counting with ShopAnalytics' staff management feature, stores can optimise staffing even during the busiest hours.
The platform analyses the data using the latest AI tools and provides retailers with actionable data to make adjustments.
Reduce checkout queues:
The final stage of every customer's journey is the checkout.
The ShopAnalytics queue management system is effective at preventing queues at the tills. Retail managers receive reports on the number of sales opportunities lost per hour due to long queues.
This problem can be addressed by increasing checkout staff or opening back-up tills during peak hours.