Customer experience consulting for retail and e-commerce
Retail CX research and analytics across store, web, and app: understand why shoppers buy, leave, or come back, and turn the experience into loyalty and revenue.
Retail is where the customer experience is the business. A shopper moves between your website, your app, and your store in a single decision, and any friction, an out-of-stock, a confusing return, an indifferent associate, sends them to a competitor who is one tap away. The winners are not the retailers with the most data; they are the ones who understand which experiences actually drive the next purchase and act on them fast.
Intellimark measures the retail experience across every channel and connects it to what shoppers do next. We track satisfaction and loyalty where people actually shop, model which experiences drive repeat purchase and which drive defection, and give your merchandising, store, and e-commerce teams a shared view in the Hub so the insight reaches the floor and the site, not just a quarterly slide.
One shopper, every channel
We measure store, web, and app as a single journey, because that is how your customer actually shops.
Experience linked to revenue
We connect the experience to repeat purchase, basket size, and defection, so CX earns its budget instead of defending it.
Insight that reaches the floor
The Hub gets findings to store and e-commerce teams fast, so the fix happens this week, not next quarter.
Backed by our full CX practice
Every industry program draws on the same three pillars and the Hub that connects them.
Research
Surveys, brand, and experience research that reveal what customers really think.
Explore →Analytics
Descriptive, predictive, and prescriptive analytics that turn feedback into decisions.
Explore →Advisory
Recommendations, roadmaps, and action plans your teams can actually run.
Explore →The Hub
Proprietary technology that connects the loop, from feedback to follow-up.
Explore →Frequently asked questions
Can you measure experience across both our stores and our website? +
Yes. We run coordinated measurement across physical stores, the website and app, and customer service, then bring it into one view in the Hub so you see the whole omnichannel journey rather than store and digital scores that never connect.
How does better CX translate into retail revenue? +
We model which experiences drive repeat purchase, larger baskets, and loyalty, and which drive shoppers to defect. That lets you invest in the experiences with the clearest commercial payoff instead of spreading spend across everything.
Do you help with the store experience or just digital? +
Both. We research the in-store and associate experience alongside web and app, and connect frontline service to conversion and basket size, because in retail the two are inseparable.
Do you work with independent retailers as well as chains? +
Yes. We scale the program to the retailer, from independents and regional chains to larger multi-channel operations, and adapt it to your categories and markets.