Repeat store visits to a cafe on Teesside

A recently opened café was already trading successfully, but was keen to get our feedback on the instore experience.

Most things about the business were excellent, but we suggested ways of softening the somewhat austere interior, including dressing the tables, and using the blank wall space to communicate the business’s values and heritage through words and graphics.

We also recommended displaying the addresses of the café’s social media accounts, so that customers could engage while they were there, and leave reviews.

Connected to that, we realised that the business had not claimed its TripAdvisor listing, with several reviews – both positive and negative – awaiting a response. We helped the business claim its page, encouraged it to reply to all the reviews, and were delighted to see its ranking improve from 40th to 9th in a matter of weeks.

‘Issues and Challenges’ report for a UK retail chain

Variety store interior. Photograph by Graham Soult
Variety store interior. Photograph by Graham Soult

We combined material from existing Soult’s Retail View blogs about this retailer with some new insights, to provide a summary report on the main issues and challenges facing the business, and to help build an evidence base for change.

Topics covered included brand, product, first impressions, store environment, performance and competitors, illustrated throughout with our original photographs.

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