Customer Stories

Our customers get real results

Shaws Department Stores

Shaws Department Stores has been a renowned name in Irish retail since 1864. Recently, they won the prestigious Irish CX Impact in Retail Award 2023, thanks to their exceptional customer experience.

This case study explores how Shaws, in collaboration with RetailCX, managed to transform its customer experience, achieving this remarkable accomplishment.

Primark

Primark partnered with our team to develop a comprehensive customer experience strategy to address the challenge of varying customer experiences across their stores. The result was to deliver a consistent and differentiated service across all their stores. Primark was able to differentiate itself from competitors and elevate customer satisfaction, loyalty, and advocacy.

Permanent TSB

Permanent TSB saw an opportunity to stand out with its people and cater to evolving customer needs. A CX training programme was developed to train and coach branch colleagues with customer experience skills and provide a pathway to excellence for retail team members.

The programme fostered a positive culture in the company, increased the Net Promoter Score and increased qualified mortgage leads,