Retail Customer Experience Management Software

Serving your customer requires you to understand them

The retail landscape has evolved faster than anyone could have imagined, forcing brands to rethink how to serve their customers. Even more, increased focus on online commerce, shipping delays, and even trade tariffs make providing personalised, consistent experiences for every customer more important than ever. But with so many possible journeys, how do you know who & where customers are and what they need from their experiences?

Provide Stand-Out Experiences For Your Evolving Customer with Pearl-Plaza

We know that the modern shopper is not only flooded with choices, but is more knowledgeable than ever before. That’s why our technology and services help you make experience your key differentiator, enabling you to tailor experiences with in-depth customer understanding, so you can drive acquisition, retention, and spend.

Create Curated Experiences for Key Customers

Connect the dots with your data so you can understand every point of your modern customers’ journey, no matter how complex. When you can view data from every touchpoint—alongside operational data, financial data, and more—in one place, you can pinpoint key customer personas, and craft personalised experiences that meet their needs—and increase loyalty and spend.

Move the Needle on Brand Perception

Turn Negative Experiences Into Positive Ones

Customers don’t only return for great products; their experience with your brand can make or break their loyalty. When things go south, you’ll be notified, armed with the context of a complaint, and able to instantly prioritise cases so you can touch base and prevent customer defection. Go a step further and diagnose the root cause so you can make larger scale improvements and reduce future churn.

Optimise Employee Coaching and Training

Your frontline employees are the most direct representation of your brand in the eyes of shoppers. They maintain your displays and respond to online questions, keep up speed and convenience, and share product knowledge that encourages spend. With a 360° view of feedback, you can identify where these crucial staff were succeeding or falling short, and create specific coaching plans to train effectively—whether that’s in person or virtually.

“Pearl-Plaza’s analytics prowess and collaborative approach enables us to tap into the wisdom of our customers to create a win-win-win experience…With effective, engaged employees and loyal customers, our business wins in the form of real bottom line success.”

John Wompey, VP of Operations, Foot Locker