Sales Channel Development
Retail
Drivers for retail impulse purchases
Business Challenge
Provide information to identify the factors that influence impulse versus planned purchases.
Solution
Streets intercept interviews of 7 minutes each with 200 consumers in the UK who shop at supermarkets/superstores.
Results
Insight to consumer purchase behaviour identified the variables that licensees can manipulate to influence consumer purchase actions.
Consumer Electronics Manufacturers
Consumer electronic product and the methods of repair are changing. Manufacturers require knowing the areas of service required to support the independent and authorised repair centres.
Business Challenge
To identify the areas of service and support required by the dealers and authorised service centres and to judge the level of performance delivery compared to competitors. To ensure that scarce financial and manpower resources are appropriately prioritised and applied.
Solution
Telephone survey to the UK repair networks sponsored by a number of consumer electronics manufacturers who share information. Detailed 5 year trends and competitive comparisons are the strength of the feedback received.
Results
The audit identified potential weaknesses in the service organisations and both established and prioritised the areas of service support required to remedy the situations and gain a competitive edge.
Consumer Electronics Manufacturer
Development of the partner web site to encourage its adoption
Business Challenge
A web site was established to provide all of the necessary administrative and support services to a dealer channel. However, dealers continued to use the phone, email and post to communicate. Web site use needed to be encouraged, as this would reduce the cost of partner communication so improving channel margins.
Solution
A two-stage approach was adopted. Firstly a pop up questionnaire was used on the partner web site that was used to identify which parts of the site were used and not used. Face-to-face discussions took place with partners with observations made as they used the web site to perform tasks with in front of a facilitator.
Results
The feedback identified a number of areas where the web site caused confusion. The navigation has been simplified, the number of clicks per task has been reduced and the whole web interaction made more user friendly and simple. Web site adoption after 6 months had increased by 45% and further work is now required to gain further adoption.
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