Case Study

Uncovering Untapped
Opportunities for an Iconic
Luxury Mall

The Challenge

How do you design a personalised retail experience to meet the preferences of the next generation of discerning visitors, while generating new revenue streams for tenants?

Industry: Shopping Malls

Product: Gaia Commercial

Measurable Results

+20%

Traffic acquisition to retail from app users base

up to 89%

Open rate for targeted push-notifications onsite

Traffic analysis

Explaining journeys from app users base

+20%

Traffic acquisition to retail from app users base

up to 89%

Open rate for targeted push-notifications onsite

Traffic analysis

Explaining journeys from app users base

The Project

With a heritage stretching back almost a century, this iconic luxury mall in Hong Kong were looking to continue their growth, staying on top of, and ahead of the needs of their tenants and guests. This meant having a much clearer and more granular understanding of the on- and off location experience.

How do guests navigate the property? How can we better leverage shared spaces? Which actions drive conversion and engagement? How can tenants influence shopper behaviour in real-time?

SEE MORE STORIES

The goal was to build a deeper understanding not only of traffic and space usage but to gain insights on customer needs, lifetime value and behaviour to better support tenants.

What We Did

AI-powered insights to create meaningful experiences at every touchpoint

Deploying a network of on-site sensors, we were able to gather a wealth of data on space usage to better track customer journeys, identify hotspots and eliminate bottlenecks. Coupled with our proprietary cloud based AI, and leveraging data from CRM systems and the mall app, we were then able to target specific audiences with personalised content, providing timely product recommendations, and personalised promotions to enhance the discovery of stores, campaigns and more.

  • Real-time location of mall app users across the property
  • Overall space usage and per profile (CRM & app profile data) on a real time basis: occupancy, traffic split, area attractiveness, customer paths
  • Traffic tracking near and inside the mall
  • Targeted content based on behaviour
  • Interactive map with highlights of unexplored relevant areas
  • Reports with recommendations to better engage with traffic

The Impact

Building deeper and more valuable relationships with visitors and tenants

With a newfound understanding of their customer's true preferences, our client was able to reach priority audiences, and uncover overlooked pockets of value. Bringing transparency and convenience to retailers and property managers, the solution was able to identify optimal conditions to implement retail campaigns and measure their effectiveness with real time data.

  • Improved traffic acquisition in key indoor areas
  • Incremental revenue growth
  • Higher customer satisfaction
  • Open rate up to 89% with personalised content
  • Clearer understanding of space utilisation
  • Increased retention rate and retail promotion