Unlocking the behaviors to create legendary guest experiences

June 18, 2021

Unlocking the behaviors to create legendary guest experiences

Discover how retailers are using TruRating to improve their business with better customer insights.

Multi-million

revenue opportunity

2

key revenue drivers identified

18

million customers analyzed

How to drive repeat visitors in-store

The Challenge

When Bealls Inc. first engaged TruRating to help support their guest experience overhaul, the brand was in a growth phase. A much loved and well-known group in over 20 States, Bealls Inc. was looking to accelerate their growth in its 650-store estate – operating across several key banner names, including bealls, Bealls Florida, Home Centric, and Rugged Earth Outfitters. Putting the guest at the heart of their decision-making process and understanding how to generate additional repeat visits across their stores was key. While Bealls Inc. had revamped their loyalty program across their stores, they were aware that there was an additional growth opportunity from non-loyalty guests and that this segment of their audience was currently going completely untracked. By utilizing an anonymous token that enables us to understand repeat visits whilst maintaining guest privacy – we were able to investigate which areas of guest experience are most important in generating repeat visits.

How We Helped

We analysed the likelihood to return for millions of guests across the entire Bealls’ estate and were able to compare how this increased as guests’ perceptions of their experience improved. We found that a guest’s likelihood to return only improved when they rated their experience at the very highest level. Good was not good enough to guarantee a return – legendary service was required for repeat guests. By providing a view of the opportunity by store, we were able to give Bealls Inc. a clear action plan in terms of focus points for training and ongoing KPI measurement.

Revenue increase from creating more loyal customers

The Impact

By working out the potential revenue increase from creating more loyal guests – delivering a consistently legendary shopping experience for every guest – we were able to calculate a multi-million revenue opportunity from the extra visits. Using the stores who were able to deliver a higher percentage of great experiences – and increased return visits – we were able to identify 2 factors that were highly correlated with great experiences. Stores that delivered legendary service were much more likely to have staff available and engage with guests in a friendly manner.

Multi-million

revenue opportunity

2 key revenue drivers identified

18 million customers analyzed

“The ability to analyse patterns of behavior across such a broad cross-range of customers is totally unique – especially when tied to spend.”

“TruRating provides a consistent, up-to-date view of performance across every channel – it brings our business together in a way no other tool has.”

“The ability to analyse patterns of behavior across such a broad cross-range of customers is totally unique – especially when tied to spend.”

“TruRating provides a consistent, up-to-date view of performance across every channel – it brings our business together in a way no other tool has.”

Bio

Bealls Inc. is an American retail corporation founded in 1915 and headquartered in Bradenton, FL. The family-owned corporation now operates more than 650 stores under the names of bealls, Bealls Florida, Home Centric, and Rugged Earth Outfitters.

Name

Bealls Retail Group

Region

North America

Company Size

Large

Industry

Department

Website

https://www.beallsflorida.com/

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