Better the in-person experience. Better the return.
From your first location to your 101st, create consistent, on-brand experiences that keep customers coming back. Location Experience Hub captures and analyzes location-level insights and delivers them in real-time – with an intuitive “at a glance” view designed for swift understanding and action by local teams.
The world's
best brands
choose
Qualtrics
Today's reality
Inconsistent performance across locations
Managers lack the insights and tools to drive consistency and efficiency, while providing memorable in-person and on-brand experiences that keep guests coming back. High employee turnover and low employee engagement add risk and have a downstream impact on guests.
“Phygital” is the new norm
Organizations must provide seamless transitions, personalization and differentiated value as guests move between physical, digital, social, support and third-party channels.
Increased competition for online reviews
Guests are more carefully considering how and where to spend their money. The abundance of online reviews makes it easy to evaluate options. A lack of personalized, on-brand response harms online reputation.
With Qualtrics Location Experience Hub you can
- Empower frontline managers to quickly understand and act on experience gaps with a real-time, intuitive “at a glance” view purposely designed for precise action by local teams
- Drive frontline employee engagement through coaching and recognition of what great service looks like
- Close the loop with at-risk and high value guests to boost purchase frequency, share of wallet, and lifetime value
- Integrate with Online Reputation Management so managers have everything they need to manage their location
Empower frontline managers to drive a culture of action
Deliver “on-brand” experiences at every location every time - by empowering your frontline managers with a unified system of listening, understanding and action.
- Consolidated/unified view of customer feedback in one platform and one user interface purposely designed for local teams
- Location specific feedback in real time from surveys and online reviews
- Surface insights, sentiment based on customer feedback, and actions needed for every location
Move from rear-window reporting to real-time understanding
Quickly assess where you are exceeding and failing customer expectations… not just last month but this week and today. Prioritize the most important changes to improve operational efficiency, customer acquisition and retention.
- See how survey scores and review ratings are trending over time including weekly and daily views
- Understand key drivers of positive and negative scores
- Drill into segments or specific touch points in the customer journey to hone in on key improvement areas
eBook_
Design breakthrough customer experiences
in location-based businesses
Learn how to understand how each channel impacts the experience your customers have. Design experiences that go beyond just the physical location to drive footfall, loyalty, and revenue with our 3-step guide to implementing a world-class customer experience program for location-based businesses.
Sort the signal from the noise and uncover new insights
Move beyond relying on scores alone by analyzing the words customers use to describe their experiences. Diagnose the root cause of customer experience friction with advanced AI and natural language processing of everything your customers are saying about your brand in multiple feedback channels.
- Augment your survey volumes with online reviews to provide a more robust data set for each location
- See what customers are saying and feeling about their experience with advanced analytics that detect effort and emotion
- Uncover new insights that would not have been detected if relying on survey data alone
Turn negative feedback into customer loyalty
Deliver real-time product and service insights directly to local teams and pre-empt problems before they become an issue.
- Manage and respond to feedback directly in a consolidated “in-box” for your frontline teams
- Integrate with Qualtrics Platform ticketing, work flows and out-of-the box system integrations to strategically route feedback to the right teams and work tools at the right time
How we are driving growth
How we are driving growth
We are committed to turning customer feedback into real insights for the company and real benefits for the customer—we couldn’t do that without an innovative, end-to-end solution like Qualtrics.
Director, Customer Support & Insights
12
JD Power awards in a row
Upgrade your programs with flexible, scalable plans
Upgrade your programs with flexible, scalable plans
Location Experience Hub FAQs
What is the in-store experience?
The in-store, retail customer experience refers to the overall atmosphere, interactions, and sensory elements that customers encounter while visiting a physical retail location. It encompasses factors such as store layout, visual merchandising, product availability, customer service, and the overall ambiance. The goal is to create a positive and engaging environment that enhances the customer's shopping journey, encourages purchases, and fosters a sense of connection with the brand or retailer.
What is the in-person experience?
In-person customer experience refers to the interactions and overall impression a customer has when engaging with a business or brand in a physical setting, such as a retail store, restaurant, or office. It encompasses all aspects of the customer's experience, including the physical environment, staff interactions, product or service presentation, and the overall atmosphere. In-person customer experience focuses on creating positive and memorable encounters that meet or exceed customer expectations, foster customer satisfaction and loyalty, and contribute to the overall brand perception. It involves aspects such as personalized service, attentive staff, efficient operations, and a welcoming and comfortable environment.
What is the Location Experience Hub?
The Location Experience Hub is a solution designed to improve customer experience at physical business locations. It provides real-time insights and alerts to frontline staff, enabling them to address issues quickly. The system collects and analyzes customer feedback, operational data, and other metrics to help managers optimize performance and enhance customer satisfaction at specific locations.
Why choose Qualtrics?
Qualtrics Location Experience Hub stands out for its ability to transform customer feedback into actionable insights at the local level. By providing frontline staff with timely, relevant information, it enables swift problem-solving and proactive customer service. The tool's location-specific analytics help identify trends, benchmark performance, and tailor strategies for each site. This leads to improved operational efficiency, higher employee engagement, and a more consistent brand experience across multiple locations, ultimately driving customer loyalty and business success.