Skip to content
CX Consulting for Retail | Andrew Reise

Customer Experience Consulting for Retail Organizations

Customers have more choices than ever. The experience is the only thing that makes yours worth coming back to.
 

Retail is where customer loyalty is most fragile and most valuable at the same time. A customer who has a great experience becomes a repeat buyer, an advocate, and a source of referrals. A customer who has a bad experience does not come back — and says so. The margin between those two outcomes is the customer experience, and it lives in the moments between the ad and the receipt, the receipt and the return, and the return and the next purchase.


Andrew Reise has helped retailers across furniture, footwear, consumer electronics, gaming, and specialty retail build the CX strategies that create crazy-loyal customers. One retailer we worked with tripled customer lifetime value after a deep-dive CX research engagement and 22 strategic initiatives. A century-old footwear retailer used personas and VoC research to identify the growth opportunities hiding inside their existing customer base. A national furniture retailer's omnichannel journey mapping engagement produced a 225% ROI on the CX initiatives implemented.

Customer Experience Deep Dive Case Study

The CX Challenges Retail Organizations Face

A woman shopping online, using her laptop and credit card to complete her purchase.

 

The in-store and digital experiences do not work together.


Most retail customers move between channels before they buy — researching online, trying in-store, buying wherever the experience is easiest. When those channels do not share data, do not have consistent information, or create friction at the transition points, customers notice. Andrew Reise's omnichannel journey mapping work identifies exactly where the channel transitions are breaking down.

 

You know who bought. You do not know who almost bought, or why they did not come back.

Purchase data tells you what happened. Customer research tells you why. A footwear retailer we worked with discovered through persona research that their highest-value customer segment was making purchase decisions in-store based on factors the digital channel was not addressing.

 

Loyalty programs are not the same as loyalty.

 

A customer who shops because of a points program is not loyal. They are transacting. The moment a competitor offers more points, they leave. Real retail loyalty comes from the experience — from the associate who knew what the customer needed, the return process that did not make the customer feel like a suspect, the digital channel that worked exactly the way the customer expected it to.

 

 

The economics of customer acquisition make retention non-negotiable.

 

Acquiring a new retail customer costs five to seven times more than retaining one. For most retailers, a 5% improvement in customer retention produces a 25 to 95% improvement in profitability. Customer lifetime value is the lens through which every CX investment decision should be evaluated — and it is the lens Andrew Reise used in a CX research engagement that ultimately helped a retailer triple their CLV through 22 strategic initiatives. 

 

How Andrew Reise Helps Retail Organizations

A female employee using a tablet in a grocery store

 

Customer research and persona development

 

We conduct the qualitative and quantitative research that gives your organization an accurate, differentiated picture of who your customers are, what they want, and what is keeping them from coming back.

Omnichannel journey mapping and experience design

 

Our furniture retail engagement's journey mapping work supported initiatives with a measured 225% ROI. 

 

Customer lifetime value strategy and retention programs

 

One retail CX engagement produced 22 strategic initiatives and, over time, helped the client triple customer lifetime value. 

 

 

Gaming and lottery retail CX research

 

Andrew Reise has built a specialized practice in gaming and lottery retail CX — using conjoint analysis, player segmentation, and behavioral research to identify which customer experience improvements drive the highest ROI.

 

 

Associate experience and frontline performance

 

In retail, the associate is the experience. A customer who interacts with a knowledgeable, engaged associate makes a purchase and returns. We build the employee experience programs that give retail associates what they need to deliver on the brand promise consistently.

 

Retail CX Results

placeholder-icon

Triple CLV

A retailer engaged Andrew Reise for a deep-dive CX research engagement covering customer interviews, journey mapping, and 22 strategic initiatives. Over time, the engagement helped the client triple customer lifetime value.


Read the case study: https://www.andrewreise.com/customer-experience-deep-dive-helps-retailer-triple-customer-lifetime-value-case-study

icon of a person with a talk bubble

225% ROI

A national furniture retailer's omnichannel CX journey mapping engagement identified the in-store and digital friction costing the most in customer retention — and the strategic initiatives implemented produced a 225% return on investment.

 

Read the case study: https://www.andrewreise.com/digital-journey-map-unlocks-insights-to-elevate-the-furniture-shopping-experience-andrew-reise

icon of talk bubbles

Growth Opportunities Identified

A century-old footwear retailer used Andrew Reise's persona development and VoC research to identify growth opportunities hiding inside their existing customer base.


Read the case study: https://www.andrewreise.com/resources/customer-personas-case-study

icon of an email opening in front of a group of people

Player Retention Strategy

Andrew Reise used conjoint analysis and player segmentation to build a retail gaming CX research program that identified the highest-ROI experience improvements.


Read the case study: https://www.andrewreise.com/retail-gaming-research-and-cx-analysis-exposes-golden-opportunities-to-grow-loyalty

Frequently Asked Questions

 

Does Andrew Reise work with both brick-and-mortar and e-commerce retailers?

Yes — and more importantly, we work at the intersection of the two. The retailers who gain the most from our work are those navigating the omnichannel complexity of customers who research online, buy in-store, return through an app, and expect every channel to know their history.

How does Andrew Reise measure the ROI of retail CX improvements?

We use customer lifetime value, repeat purchase rate, and retention rate as the primary financial metrics — because those are the numbers that connect CX directly to the P&L. The 225% ROI from the furniture retail engagement and the triple-CLV outcome from the retailer engagement both came from that business case methodology.

Can Andrew Reise help us understand what is driving customer churn?

Yes. We combine transactional data, VoC research, and customer interviews to distinguish between customers who left for price reasons — which the CX program cannot fix — and customers who left because of a specific experience failure — which it can.

Does Andrew Reise have experience in specialty retail, gaming, or lottery?

Yes. Andrew Reise has a deep specialty in gaming and lottery retail CX. We have also worked with footwear retailers, furniture retailers, consumer products retailers, and specialty retailers across several categories.



Store manager looking at computer
Optional Sub Heading

Lorem ipsum dolor sit amet condimentum

Fusce dapibus, tellus ac cursus commodo, tortor mauris condimentum nibh, ut fermentum massa justo sit amet risus. Maecenas faucibus mollis interdum. Vestibulum id ligula porta felis. Vivamus sagittis lacus vel augue.

Optional secondary link
Retail manager on the phone while holding a tablet
Optional Sub Heading

Lorem ipsum dolor sit amet condimentum

Fusce dapibus, tellus ac cursus commodo, tortor mauris condimentum nibh, ut fermentum massa justo sit amet risus. Maecenas faucibus mollis interdum. Vestibulum id ligula porta felis. Vivamus sagittis lacus vel augue.

Optional secondary link
Retail employees preparing a delivery
Optional Sub Heading

Lorem ipsum dolor sit amet condimentum

Fusce dapibus, tellus ac cursus commodo, tortor mauris condimentum nibh, ut fermentum massa justo sit amet risus. Maecenas faucibus mollis interdum. Vestibulum id ligula porta felis. Vivamus sagittis lacus vel augue.

Optional secondary link

See what our customers have to say lorem ipsum dolor sit amet consectetur adipisicing elit.

placeholder-400x400
Aenean vulputate eleifend tellus. Fusce vulputate eleifend sapien. Fusce a quam. Vestibulum ante ipsum primis in faucibus orci luctus et ultrices posuere cubilia nisi quis porttitor congue, elit erat euismod orci, ac placerat dolor lectus quis orci. Nunc nec neque.
Serena Jones
CEO, Company Name
Read case study
placeholder-400x400
Aenean vulputate eleifend tellus. Fusce vulputate eleifend sapien. Fusce a quam. Vestibulum ante ipsum primis in faucibus orci luctus et ultrices posuere cubilia nisi quis porttitor congue, elit erat euismod orci, ac placerat dolor lectus quis orci. Nunc nec neque.
Serena Jones
CEO, Company Name
Read case study
placeholder-400x400
Aenean vulputate eleifend tellus. Fusce vulputate eleifend sapien. Fusce a quam. Vestibulum ante ipsum primis in faucibus orci luctus et ultrices posuere cubilia nisi quis porttitor congue, elit erat euismod orci, ac placerat dolor lectus quis orci. Nunc nec neque.
Serena Jones
CEO, Company Name
Read case study
placeholder-400x400
Aenean vulputate eleifend tellus. Fusce vulputate eleifend sapien. Fusce a quam. Vestibulum ante ipsum primis in faucibus orci luctus et ultrices posuere cubilia nisi quis porttitor congue, elit erat euismod orci, ac placerat dolor lectus quis orci. Nunc nec neque.
Serena Jones
CEO, Company Name
Read case study Read case study
placeholder-400x400
Aenean vulputate eleifend tellus. Fusce vulputate eleifend sapien. Fusce a quam. Vestibulum ante ipsum primis in faucibus orci luctus et ultrices posuere cubilia nisi quis porttitor congue, elit erat euismod orci, ac placerat dolor lectus quis orci. Nunc nec neque.
Serena Jones
CEO, Company Name
Read case study

Contextual thought leadership

Ready to create crazy-loyal customers?

Tell us about your organization and what you're working on. We'll tell you what's possible.

Speak with an Andrew Reise consultant
Business woman looking at the camera