Your latest store concept seems to be working…
but are there blind spots in your customer journey that are missing expectations and costing you sales?
Competitive Benchmarking
Your customer journey vs. your competitors.
Know how you stack up.
AI-Powered Forensics
Human Insights
Your Market Advantage
The CX360 Competitive Advantage.
What is it?
Rodmell’s CX360 Competitive Benchmarking delivers an unbiased, forensic assessment of your entire customer journey vs. your competition.
Why do you need it?
CX360 will uncover friction points and competitive disadvantages in your customer experience that quietly – and continually – erode loyalty and revenue.
It’s like mystery shopping on steroids – with meaningful insights and a specific action plan to address opportunities.
It’s the best way to address blind spots… and even turn them into strategic advantages.
How CX360 works.
1
Find the Gaps
We pinpoint sub-standard moments vs. competitors & customer expectations
Know exactly where you win / lose vs. peers
Double-Blind Study
• Undercover shoppers
• Client identity concealed
2
Activate Your Team
We turn insights into ownership and actions into a series of collaborative workshops
Your team is fully aligned and accountable
ROI Modeling
• Cost-benefit analysis
• Ranked fixes with payback timelines
3
Prioritize & Profit
Together, we develop the roadmap that prioritizes ROI
Green-light only the fixes that pay for themselves fast
ROI Modeling
• Cost-benefit analysis
• Ranked fixes with payback timelines
What we evaluate.
Pre-Visit
Digital & OOH Messaging
Arrival
Parking & Entry
Shop
Service & Environment
Purchase
Checkout Process
Post-Purchase
Exit, Returns & Loyalty
Relationship
Ongoing Touchpoints
We start with a standard retail journey as our foundation, then adapt the criteria to your specific customer journey and key focus areas.
CX360 Case Study:
Hertz vs. Avis & National
3
Brands
Hertz, Avis, National
4
Cities
Toronto, LA, Dallas, Orlando
27
Rentals
Fully Mapped Experience
40
Key Moments
Identified
1,080
Touchpoints
Reviewed, Documented & Ranked
Rodmell led a full audit of Hertz’s customer journey, identified key friction points and designed a future-forward customer experience strategy centered around speed, control, and convenience.
“
The competitive benchmarking study that Rodmell produced for Hertz was the most insightful intelligence I have ever received.
More importantly, it was actionable.
That’s what made it so powerful.
’’
Matt Jauchius
Former EVP & CMO
What we deliver.
Digital Footprint Scan
We auto-map every digital touchpoint (website, app, ads, reviews).
Expectation Baseline
AI analyzes 10,000+ recent customer reviews to quantify what shoppers expect before they walk in.
Field Audit Plan
We define scope, locations, and the key moments that matter most to your brand.
Forensic Fieldwork
Undercover shoppers execute audits of full journey across your stores and competitors.
Transcription & Scoring
Every interaction and every shopper note is transcribed, timestamped, and ranked against competitors.
Activation Workshop
We identify the opportunities that will elevate the value perception and optimize the customer experience.
Defensible ROI
Data and visual evidence justifies investment, guiding budgets towards the highest-impact opportunities.
Executive-Ready Deliverables
Interactive report + live scorecard.
Frequently asked questions.
-
You say your CX360 process is “unbiased”?
Double-blind fieldwork. The retail strategists who do the investigations don’t know who the client is. Your identity isn’t revealed until the studies are completed. It’s a 100% objective exercise.
-
How much does CX360 cost?
Typical fees are $80,000 - $120,000. You should anticipate payback from implementation of one priority initiative.
-
Is this process for companies looking for wholesale changes or just tactical fixes?
Both. The process uncovers the tactical opportunities; activating against them is done at a pace that works for your business.
-
How long does the entire process take?
The full assessment can be completed within 6-8 weeks from kickoff to board-ready insights. The Activation Workshops and finalizing the plan can happen in +/- 2 weeks.
-
What happens if the report just sits on a shelf?
It won’t. Senior level engagement and alignment are part of our process, and the Activation Workshop forces functional ownership – every fix gets an owner, deadline, and recommended budget before we leave the room.