In today’s fast-evolving retail landscape, understanding consumer needs goes far beyond traditional feedback methods. To stay competitive, retail leaders must tap into both verbal and non-verbal cues to truly comprehend customer expectations, preferences, and behaviours. This is where sens comes in, offering advanced behavioural analysis that provides deeper, actionable insights faster than ever.
The Need for Behavioural Insights in Retail
Consumers are complex, and relying solely on direct feedback or transactional data may not capture the full picture of what they want. Often, what customers say and what they mean can differ, with non-verbal cues like hesitation, tone, and body language revealing hidden sentiments. For example, a customer might express satisfaction verbally but display subtle signs of frustration in their behaviour or tone. These nuances can provide valuable insights for product development and customer experience (CX) enhancement.
How sens Makes a Difference
At sens, we leverage AI-driven technology to go beyond surface-level data, uncovering the deeper motivations and emotions behind consumer actions. By combining both verbal and non-verbal feedback, our platform offers a multi-dimensional view of the customer experience, helping retail leaders pinpoint areas of improvement that might otherwise go unnoticed.
Behavioural Insights in Action
A subscription-based product was experiencing high churn, with many customers purchasing it but never activating their accounts. The client approached sens to investigate this unusual behaviour. Using both verbal and non-verbal behavioural analysis, sens uncovered key insights:
- Insight 1: Customers showed initial enthusiasm during the purchase process but expressed hesitation or frustration when faced with the activation steps.
- Insight 2: Non-verbal cues suggested confusion about the activation instructions, with many customers feeling overwhelmed or uncertain about the process.
- Insight 3: Further analysis revealed that customers perceived the activation process as lengthy and complex, with multiple steps that required more time or technical understanding than expected.
Key Benefits of Using Behavioral Insights for Product Development
- Improved Product Relevance Behavioural insights allow retailers to understand what truly resonates with customers, enabling them to design products that meet actual consumer needs. By recognising which features evoke positive or negative reactions, brands can prioritise adjustments that will have the greatest impact on customer satisfaction and loyalty.
- Accelerated Innovation Cycles With sens’ tech, insights are delivered faster, allowing retail leaders to shorten product development cycles. This means quicker pivots, faster feedback loops, and more time to refine and test new ideas based on reliable data.
- Enhanced Customer Retention When products are developed based on a thorough understanding of customer expectations and pain points, customer satisfaction naturally increases. By focusing on elements that consumers genuinely value, brands can foster loyalty and reduce churn.
- Proactive Problem Resolution Non-verbal cues can often signal dissatisfaction before a customer explicitly voices a complaint. By identifying these cues early, retailers can proactively address issues, turning potential problems into opportunities to exceed customer expectations.
sens equips retail leaders with the insights they need to make informed, data-driven decisions. By integrating behavioural analytics, we empower brands to better understand their customers and optimise their product offerings in a way that fosters lasting connections.
Retail growth beyond 2024 demands a deeper, more holistic understanding of consumers. By embracing both verbal and non-verbal feedback, retail leaders can unlock new dimensions of insight that fuel better product development, customer satisfaction, and ultimately, brand loyalty.
Ready to enhance your product development with behavioural insights? Discover how sens can help you get there faster. Get in touch: hello@sens.digital