Even the best performing shopping centres in the world have room to elevate their customer experiences.
Value Retail, the leading operator and developer of luxury outlet shopping villages wanted to excel in the retail space beyond their outlet models in the European and Chinese markets.
We were engaged to help them take their success further by improving and developing their client service structure.
Our first task was to conduct a comprehensive visitor interaction audit. We were able to identify a series of 40 critical touchpoints which were each assigned a set of evaluation criteria- “Key Experience Indicators”.