Enabling Designer Outlets to:
Increase sales across the outlet, 90% of customers said that the opportunity to avoid queuing increased their likelihood of purchasing from the store.
Improve customer experience and loyalty, 100% of survey respondents rated the VIP queue experience as “Excellent” 5 out 5.
Capture and analyse customer feedback.
With 24 locations in nine countries, our client is Europe’s leader in designer outlet shopping, enabling consumers to shop across luxury fashion retail outlet stores with discounts of up to 70%.
With such incredible fashion discounts on offer across the designer outlets, stores can become extremely busy with customers sometimes having to queue outside the door until allowed in by a security guard. This damages customer experience and leads to customers giving up on their shopping mission as they become bored and tired.
The designer outlet retailer deployed the Qudini Queue Management system across their properties, having chosen Qudini due to the company’s flexible out-of-box software and experience with handling a wide-range of different customer journeys and queueing challenges. The Qudini software allows them to create an improved customer experience that increases sales across their outlets and within the individual store.
The queuing customer experience Qudini Queue Management:
• Customers wanting to enter one of their luxury stores are added to a digital queue by a security guard.
• The customer receives a text to confirm their queue position and estimated wait time.
• The customer is now free to use their wait productively to visit other stores and eateries.
• The host updates Qudini when there is new space available in store.
• The customers at the top of the queue receive an update to return to store.
• The security guard logs the customer in Qudini as they enter the store.
• Two hours after their visit, the customer is sent a follow up SMS with a link to a feedback survey about their store experience.
90% of customers said that the opportunity to avoid queuing increased their likelihood of purchasing from the store. The Qudini queue system enables the designer outlet retailer to free customers from a physical queue, allowing them to shop across other stores or visit the local restaurants and cafes, generating increased sales across the outlet.
100% of survey respondents rated the VIP queue experience as “Excellent” 5 out 5 and said that they would use the service again. The improved waiting experience makes the amazing discounts on offer across the outlet more accessible and encourages customers to return more frequently and relay positive feedback to their friends.
For the first time, the designer outlet retailer has an opportunity to capture customer data and request feedback. This feedback helps to continually improve customer experience, sales and operations.
By enabling customers to join a digital queue and return when the store has more capacity, the designer outlet stores using Qudini are able to reduce walk-outs and spread footfall throughout the day, ensuring that more customers enter and purchase within their stores.
Qudini reduces crowding inside and outside of the store, making it easier for the staff to operate efficiently, undertake tasks and replenish stock to further improve sales.
Qudini provides the designer outlet retailer with unique data insights on footfall trends and customer needs, enabling the business to understand how to best allocate resources and improve their marketing initiatives.
Learn how Qudini powering the Specsavers store of the future:
“Qudini has enabled us to have a much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue.”
“The footfall analytics and the task management analytics that we get from Qudini has really helped us to understand how the stores are actually planning time and utilizing the people in-store. It also gives us some really clear insights into when customers are coming in and what they want.”
“For us it’s all about retention. And Qudini allows us to give that value add to ensure that we are giving the best possible experience for customers at the start and end of their journey.”
“Without Qudini, I would feel a lot less in control than I do right now. But I know exactly what is going on in my store and it helps me lead my team a lot better and it gives me the time to be able to do that.”
“If Qudini was taken away from the store, I am not exactly sure how we would cope. I wouldn't even want to imagine life without Qudini."
“Learning to use Qudini is really, really simple. The steps are really easy. The user interface is really simple. It took me about half a day to learn how to utilize all the services.”
“If you are looking to improve your customer experience and increase sales then this is the best company to get in touch with. Qudini provides clients with the best possible solutions to uplift their current business set-up to new heights. Highly recommended!”
“We’ve been working with Qudini for a number of years now. We went through a robust selection process looking at the global industry leaders and we found that the flexibility and the speed at which Qudini worked really allowed us to roll forward with what we have now.”
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