The Call

An online retail giant had successfully operated a series of brick-and-mortar stores for several years and was ready to revolutionize the shopper experience in version 2.0. Shopper data gave this client a firm grasp on the shopping behaviors of their target customers and the next step was to learn more about their lifestyle, motivations, and needs, take those learnings into ideation, and finally develop and test solutions. Catapult was brought in to design and support a comprehensive research and innovation program to guide a well-informed and de-risked path to their store of the future.

 The Celebration

Our final work illuminated customer reactions and preferences that the store design and leadership teams used to set development strategies. These teams quickly launched from insights into action, devising plans to reimagine interior and exterior aesthetics, updating assortment, and weaving in a broader set of brand flywheel services that would resonate in a meaningful way in the lives of target customers. Store redesigns are underway and expected to rollout beginning later this year, at which point we will conduct further in-store research to understand the customer experience.

The Call

A recently formed Professional Golf League set out to modernize the sport by infusing new levels of excitement while building their league’s fandom. With a healthy number of tournaments in the current season, the league set out to better understand the fan journey to attendance in order to better inform marketing and fan engagement strategy for the next year. They partnered with Catapult to support overarching strategy development and identify market-specific considerations for a first-time tournament in a new city.   

 The Celebration

We identified critical insights focused around themes of discoverability, drivers within the decision journey, and fan experience, producing six defining elements of the league’s tournament experience that our client should lean into. Our report outlined key moments and mindsets within fan journeys, specific benefits fans find alluring enough to buy tournament tickets, how the league currently conveys each benefit, and identified whitespace where the client could do more to showcase and enhance key attractants. The insights-to-action oriented client wasted no time socializing the findings with the marketing team, and mere months later their fan outreach efforts helped break attendance records at subsequent tournaments around the world.

The Call

A major player in the retail space had been conducting their own post-purchase survey with customers, but felt they weren’t getting enough out of the data. While the survey gave them a solid understanding of how their brand performed on several key metrics, they were left wondering where they should focus their efforts to improve the overall customer experience and increase brand love and loyalty. With several months’ worth of data in hand, they approached the Catapult team with a key business question – Where should we put our efforts and money to have the biggest impact?      

 The Celebration

Through an iterative and collaborative process between Catapult and the client team, we landed on a final model that was not only statistically sound but also identified several key factors that predicted a customer’s likelihood to return to their retailer. While the model was solid, it relied heavily on transactional/behavioral variables which can be more challenging to influence with traditional market strategies. This led the Catapult and client team to agree that the existing survey was likely missing several important elements of the customer experience that could be key drivers of their likelihood to return. 

With this information in hand, the team set off on a complete audit of past customer experience research the client had conducted (with and without Catapult) over the past 2 years.  One of the main outcomes of that audit was an understanding of the dimensions of the customer experience the current survey failed to capture, which the team used to quickly update the post-purchase survey with those new dimensions. The new survey is back in field and performing well. The next step is for Catapult to partner with the client once there’s a solid amount data available to create a new KDA model to better predict customers’ likelihood to return using experiential measures they can create strategies to action against in the real world.   

The Call

A longtime client in the technology and retail space had big plans for the upcoming year to be a year of change, evolving their brick-and-mortar stores to meet a variety of specific customer needs. Catapult has led over a dozen research projects for this brand, producing a wealth of data and insights amid strategic course-adjustments since 2022. With more substantial updates in sight, this client asked Catapult to audit the existing body of work to help create a CX-focused insights roadmap for the coming year and inform the evolution of their existing CX survey.   

The Celebration

Our audit identified a dozen new CX dimensions not yet in the existing client survey as well as over 100 CX knowledge gaps, which we organized into 9 themes. Catapult then facilitated a workshop at the client’s office to review the audit findings and devise a research roadmap to prioritize and backfill CX knowledge gaps, creating customized research approaches that would cover multiple insight needs in the most efficient manner. We aided the client’s survey update and are pleased to be moving forward with several projects to support this client’s goals of driving a year of change.