Retail

Understanding the irrational forces that shape consumer behaviour will unlock key customer insights for brands and have a significant impact on the bottom line

Rediscover the human touch

A shift in consumer expectations has created a demand for more personalised, more competitive and faster services. However, an ever-decreasing consumer attention span continues to make it hard for brands to reach out and interact with consumers. With 68.8% of online baskets being abandoned, this is no small feat.

As retail evolves, brands must find ways to create meaningful customer experiences. However, millions upon millions are being invested into new digital infrastructure and processes, unfortunately with no real consideration for the customer. 

In a strive for customer centricity, the customer has in fact fallen through the gap and somehow been forgotten."

We build a bridge between your company and brand - centred on the customer. We transform the friction into fluent interactions. By embedding the human touch within your organisation, we create more valuable, longer-lasting relationships with your customers.

 

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Where can we help?

UX

  • Create a fluent end-to-end digital experience 
  • Reduce the number of abandoned baskets
  • Drive acquisition of new customers
  • Retain existing customers
  • Make multi-factor authentication easy

 

Physical Spaces

  • Create in-store principles to increase traffic and sales
  • Improve the noticeability of displays and communications
  • Retain and engage employees
  • Disrupt the automatic behaviours that benefit category leaders

Business Communications

  • Convert customers from trials to subscriptions
  • Increase engagement in loyalty programmes
  • Send timely communications
  • Increase subscriber engagement
  • Increase open and click-through rates

 

Contact Centres

  • Increase upsell and cross-sell opportunities
  • Increase NPS & eNPS
  • Increase employee retention
  • Reduce the pain of ID verification processes
Tesco delivery saver

Tesco Delivery Saver

The behavioural challenge:

Every year, customers save £77 on average with Tesco Delivery Saver.  However, communications sent to customers at the end of a free-trial were not successfully converting users onto a paid plan. Our task was to increase the number of conversions between the free trial and paid plan.

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Cowry as an agency are very professional, personable and real experts in their field. From the first meeting I felt very confident in their ability and that they understood us as a business and the brief at hand. The whole team are very passionate about behavioural science but also get the commercial and business KPI’s that need to be considered and the role of creative big ideas. I would highly recommend Cowry to anyone wanting to look at behavioural science and get authentic and collaborative ideas that really make a difference.

— Fiona Morgan, Sky (Head of Group Campaigns)

Our retail clients

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Tesco logo white-2
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Mitchells & Butlers logo white-2
Sainburys logo white-2
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SSE logo white-2
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How can we help you?

Would you like to learn more about how to start applying behavioural science in retail?

Give us a call or leave us your details to start a conversation.