Insights

Research, guides and tools for the moment that decides the sale.

Everything here serves one question: what actually happens in the in-person sales interaction — and how do you measure and improve it? Original research built on measured deployments, practical guides on the disciplines around the store, and working tools you can use today.

Research

Original data and measured results — the layer no survey can see.

The in-store conversion study →
Same-store measured results: conversion from 51.5% to 79.5% (+28pp, p<0.001).
The Conversation Benchmark — methodology →
How we measure in-person retail conversations: consent-first, a census not a sample.

Guides

The disciplines around the store, and the blind spot each one shares.

Customer experience management →
What CEM software measures — and the layer it misses.
Voice of customer →
The VoC program, the tools, and the signal surveys never capture.
Customer journey mapping →
The map is a hypothesis; the interaction is the fact.
Conversation intelligence →
What Gong did for sales calls, applied to the store floor.
Mystery shopping →
What it measures, what it costs, and what a census changes.
Mystery shopping alternative →
5 visits vs 100% of interactions — the cost and coverage math.
NPS →
The loyalty metric: how to calculate it and what it can’t hear.
Customer satisfaction survey software →
The survey stack — and the moment it never observes.

Tools

Working calculators and the metrics glossary — use them today.

Retail & CX metrics glossary →
Every metric: definition, formula, calculator, honest benchmarks.
Retail conversion rate calculator →
Traffic in, sales out — what your funnel actually converts.
Average transaction value calculator →
Ticket size, and the conversations that move it.

Coming next: The Conversation Benchmark

The State of In-Person Retail Conversations — a recurring report built on aggregated, consent-first data from real sales interactions. The methodology is public now; the first edition follows. It will be the reference source for how in-person retail conversations actually behave.