Service: Consultancy, internal branding
Noos is a multi-brand fashion store based in Sliema. They wanted to know what they could do to get more customers and boost sales. We were more than happy to help.
Understanding the business
When it comes to running a business we know there’s always a lot more going on underneath the surface than meets the eye. To fully understand what was going on, we dedicated an entire week to analysing customer behaviour in-store by observing, using secret shoppers, speaking to staff and customers, evaluating the shop design and reviewing Noos’ marketing tactics.
Coming up with a game plan
Once we had gathered enough information we assembled a list of observations with solutions to share with the client. This list was in order of priority so the guys at Noos could hit the ground running and make easy, actionable changes that would make a big difference from day one. Here are just a few of the recommendations we made.
In-store we suggested investing in a walkie-talkie system so that communication was better, faster and most crucially quieter. Benefitting not just the staff and their vocal cords, but also creating a calmer atmosphere for shoppers too.
Convenience is key and since Noos appeals to families we proposed creating different sections within the store for different types of clothing like knitwear, party wear, formal and casual. This would allow busy parents to make a beeline for exactly what they wanted. From a design perspective, we recommended a new floor plan where fewer clothes were on display. Fewer clothes might sound counterproductive but cutting out the clutter gave a cleaner, calmer appearance to the space. And, thanks to our hands-on analysis, we were also able to bring attention to small details that might be affecting sales. For example, making sure staff knew to fold knitwear and display it on flat surfaces - this avoided any damage caused by hangers. As well as this, we ensured that security tags were placed discreetly in clothes and on the bottom of shoes so that customers could try them on without the tags affecting how the clothes were supposed to look.
You can’t build long term success with short term thinking. Give a man a fish and he eats for a day. Teach the staff at Noos about photography and their social media will kickass all year long. So, to keep up momentum online as well as in-store, we showed the team some basic photography principles to follow and some online tools they could use to take quality product photos for Noos' Instagram. And for bigger campaigns, we connected the client with a fantastic photographer who was within budget for future shoots.
Internal branding is a biggie. In fact, a Gartner survey found that 64% of people find customer experience more important than price. At the TAB that figure didn’t surprise us, it's why we approach every project with a 360 customer experience in mind. If you need a partner to help you explore how your brand can tap into all the senses and unlock the next level, you know where to find us.