Helping retail leaders maximize their return on customer experience investments.
What we do
WisePlum is a user-friendly customer experience insights platform for retailers. It answers one critical question “Where should I invest in the customer experience to increase sales and grow market share?”
No advanced analytics or market research training needed. Within seconds, business leaders can see which specific negative customer experiences, both in-store and online, drive business performance.
For a typical retailer, negative experiences put an average of 16% of their revenue at risk.
Retailers have a blind spot…they don’t know which specific customer problems drive business performance. By knowing which problems cause shoppers to complain more, buy less, or at worst, not buy at all, retailers can better target (or isolate) which areas of the customer experience to invest in to drive sales.
WisePlum identifies these experiences in your business and goes beyond that to uncover how you compare to your competitors too, then, on a weekly basis, provides this information directly to your device of preference in an easy-to-use dashboard.
How is WisePlum different?
At WisePlum, we focus on friction. Customers no longer evaluate your performance solely against category competition, but against all shopping interactions. Retailers that fail to capture and understand the entire customer shopping journey will disappoint customers and miss opportunities to innovate.
WisePlum offers a financially driven way of understanding your customers’ experiences. Quantify the revenue impact of three critical areas of your CX initiatives:
Your brand’s performance with insights at the banner level and store level
Your brand’s performance compared to competitors
Your brand’s performance over time
How is your brand performing? How much revenue is lost due to negative customer experiences?
How do your rank against the competition? Where do market opportunities exist?
What problems do your customer experience? What revenue impact do these have? Which do you fix to increase revenue?
How WisePlum works
WisePlum is based on a continuous stream of brand-targeted surveys matched to customer spend data. There are 4 interconnected components:
1) Identifying damaging experiences
Which specific customer experiences negatively impact revenue?
2) Quantifying financial risk
Just how much revenue is at risk? Go beyond traditional satisfaction assessments to identify the specific ‘damage events’ and quantify their impact on financial performance.
3) Taking action
Identify and implement opportunities for sustainable differentiation. Stay ahead of the curve by identifying and addressing emerging issues.
4) Tracking outcomes weekly
Monitor your performance, implement new initiatives and repeat.
Who is the Verde Group?
A market research consultancy that helps companies measure and manage the cost of customer dissatisfaction, prioritize issues based on ROI and fix them for improved retention and profitability.
The Blended Commerce Imperative:
Insights on today’s consumer with advice and tips for retailers
Our latest white paper summarizes the results of a 2018 Canadian retail study conducted in partnership with Google Canada, WisePlum™, Retail Council of Canada (RCC) and RCC’s Marketing Advisory Council. The study was conducted in Fall of 2018 and surveyed 5,007 Canadian consumers to gather insights on their shopping preferences, expectations and needs.
The white paper provides retailers with a better understanding of what today’s consumer expects, and practical improvements that retailers can make to enhance the overall shopping experience – in-store, on a mobile device or online. It explores the attitudes and experiences of Canadian consumers, based on their most recent purchases, across the entire shopping journey, regardless of channel.
This white paper discusses:
Canadian consumers’ attitudes and expectations while shopping in-store and online
Why Canadian consumers choose a specific channel and what drives their channel preference
Where consumers expectations are headed with service, experience & fulfillment – both pre- and post-purchase
How retailers can respond to consumers’ needs and expectations regardless of channel
How retailers can eliminate friction points in the path to purchase to enrich consumers’ experience and increase loyalty
Feature interview with Paula Courtney of WisePlum: Understanding the Canadian Consumer study
In this episode (part one of two) of The Voice of Retail with Michael LeBlanc, hear from customer insight pioneer Paula Courtney, Founder of WisePlum as she shares her ground-breaking research study sponsored by Eric Morris & Google and released by Retail Council of Canada "Understanding the Canadian Consumer". Released in late 2018, the study compiles 5,007 online interviews fielded in Canada in October 2018.
Part 2 of the interview with Paula Courtney on Understanding the Canadian Consumer
Part two of our feature interview with Wiseplum President & CEO Paula Courtney, author of the groundbreaking Understanding the Canadian Consumer 2018 study sponsored by Google and released by RCC, plus an interview with Canadian Retail editor Sean Tarry on the latest issue of Canadian Retailer, and of course Retail This Week top news stories and analysis!
Hardlines Conference Series 2019
November 13-14, 2019
King City, ON
It's All About the Experience
Customers are expecting a seamless experience of your brand throughout different channels. What does that look like and how can you facilitate this change for your brand? We are thrilled to have Paula Courtney join leading experts from various retail backgrounds share their experiences and insights.
It's time to get wise about your Customer Experience.
Learn more about this new approach to helping you more effectively invest in and prioritize your Customer Experience initiatives.
71 Ontario Street
Toronto ON Canada M5A 2V1
1 888 229 3386