Increased conversion and sales through maximum tenant engagement

Every single day in Norwegian retail, up to 70%* of visitors leave the store without shopping. We believe this is a "forgotten" business opportunity with a huge financial upside. A lack of focus and commitment from store staff is the main reason why too many customers leave the store without shopping, and it's good business to do something about it.

*Excite shopping center analysis 2023, data basis with 714,530 respondents

Some key reasons why customers don't shop at airports

of those who do not shop state that employees are the reason.

0 %

An important reason for lack of conversion can be related to the fact that 32% of customers find it difficult to get in touch with an employee, primarily due to lack of interest, willingness or commitment.

Talking to other employees

0 %

Restocked goods or cleaned

0 %

Busy on their phone or store computer

0 %

Passive behind the counter

0 %

No employee was visibly present

0 %

*Excite trend report 2023, 714,530 customer responses

Smart technology that doesn't cost a fortune

RetailX has developed the Excite platform, which is a cost-effective and tailored solution for retail and gym chains that want to increase conversion, sales and customer satisfaction through widespread customer focus and engagement in the front line. In short, what spices up both the customer experience and profitability for the better.

Increased customer focus

With continuous real-time feedback from both shoppers and non-shoppers, Excite contributes to increased customer focus through reflection, recognition and, not least, the desire to improve.

More aware employees

With smart visualization of insights on profitable drivers - Excite creates increased awareness of which activities affect conversion, sales and customer satisfaction.

Better implementation

With built-in reporting for comparison data inside and outside your own chain, Excite contributes to better execution through increased competitiveness and greater understanding of your own performance in context with others.

Features tailored for airports and destination operators

Excite is 100% developed for the airport industry and includes a wide range of features and upgrade options. The standard Excite Feedback module is a complete module for increasing conversion, sales and customer satisfaction. The module combines customer insight, positive reinforcement and competitive advantage. The platform is available as both an app and web interface.

Customer, market and tenant surveys

Identify profitable focus areas

Define goals and engage center staff

Communicate with all airport staff

Highlight good performance and give kudos - positive reinforcement

Employee ID - Built-in ID that can be used for personnel purchases.

Display adapted to different roles

Our Excite platform has a role-based structure that ensures that individuals focus on relevant tasks. The platform is available as both an APP and a web interface.

What management sees

For management, it will be important to see the big picture and be able to go into detail to strengthen development where there is potential. This is easily systematized in Excite.

What employees see

Our solution is tailored to provide employees with the necessary feedback in the areas they need to focus on to improve service levels and increase conversions.

A platform to grow in

Excite is modular and can be expanded as needed and desired, the feedback module is mandatory and contains a wide range of functions to work holistically with the customer experience throughout the organization

Excite feedback

Excite's standard module gives you real-time customer insight with feedback from both satisfied and dissatisfied customers. This gives you the insight you need to work with positive reinforcement in areas that are going well, while taking necessary action in areas where there is a need to increase sales and conversion.

All employees get access
Engaging real-time reporting
Built-in intranet with groups
Give kudos for good performance
See our team's commitment
Benchmark against the market
Set goals at all levels
Create reflection on customer response

Available add-on modules

E-learning and digital training

Fully integrated LMS, e-learning and micro-training right in the app with complete course management.

HR and operational surveys

Built-in survey builder for manager, employee and pulse surveys.

Routines and checklists

For those who want to improve the structure for goals and follow-up

Enhanced insights and analytics

Heatmap analysis to identify areas for improvement on day and time. API integration with BI systems.

Get customer feedback from
non-trading customers with ExciteDevices

ExciteDevices are seamlessly integrated with Excite and can be controlled directly in the app, customized questions to map customer responses from non-trading customers. ExciteDevices comes complete with a customized communication plate and is very easy to install.

Some choose to create their own methodology, we use the world's most used and recognized

The Customer Satisfaction Score (CSAT) is a 5-point measurement that is considered the world's most recognized methodology for measuring customer satisfaction. In Excite, we use this methodology to report the proportion of customers who consistently give top scores. The solution also handles the Net Promoter Score (NPS) in the mapping of customer loyalty.

Latest customer response

CSAT (Customer Satisfaction Score)
Provides immediate feedback on how satisfied the customer was after the visit.

The CSAT rating scale goes from 1 to 5 and ranges from very dissatisfied to very satisfied.

A CSAT score of 85 to 90 percent indicates that you are likely to deliver excellent customer experiences, although this will vary by industry.

Integrations

Can't find the integration you're looking for?

Don't worry if you can't find the integration you're looking for in our overview. We have several integration experts who are happy to help you set up an integration between Excite and your desired system.

Ready, set, go...

Excite is a standardized solution developed for your industry, which means it's easy to get started. We do almost all the work so you can focus on day-to-day operations.

In safe hands

All data is stored in Norway

Secure storage of data is our top priority.
That's why we store all data within the country's borders.

ISO 27001/2 Certified

The certification shows that we protect our data in a systematic and effective way.

GDPR

RetailX and Excite Technologies comply with the European General Data Protection Regulation 2016/679 (GDPR) and all applicable data protection laws.

Book a chat with Anneli to see how Excite can increase conversion at your airport

Our services

RetailX is a consultancy and technology company that assists clients in strengthening the performance of frontline organizations. We provide assistance with strategy development, implement feedback systems and assist with sales and service and service improvement

Sales and service consultancy

We're experts in increasing conversions and sales and help you develop and implement actionable strategies.

Training in sales and service management

Since our establishment, we have conducted thousands of training programs in sales, service and management.

Insight and analysis

We are the largest provider of insight into the Norwegian retail sector and assist customers with the collection and analysis of large and small data sets.

Solution that is 100% adapted to the mall

Excite is 100% developed for malls, which is quite revolutionary. The collaboration with RetailX has been entirely unique, they have taken our input seriously and have developed a system that is adapted to mall managers, store managers and employees in a very good way. Excite's support team is absolutely fantastic, they are available and respond in a fast and professional manner.

Sasha Valdez Ytternes

Mall Manager Bryn Senter

Good customer experiences lead to increased sales

Ongoing customer feedback is our single most important measure at Scala Eiendom. We find that employees gain self-confidence and last not least, are motivated to perform well. And there is competition between stores and malls to provide the best customer experiences. Good customer experiences are the most profitable way to increase sales!

Pia Madsen

Head of HR Scala Eiendom AS

Feedback "in the moment"

I can definitely recommend RetailX, our tenants find it a fantastic and motivating tool to use! We have previously used both customer surveys and Mystery Shoppers, but this is the first tool we have used that gives us feedback "in the moment" that goes so well into the details of the individual store. RetailX also has an absolutely fantastic support department, they are quick to respond both in the app and by email.

Christina Omland

Center manager Sandens

Frequently asked questions

How do you collect customer feedback?

We start from the sources that are available.This is often linked to an APP that customers already have access to. In addition, we collect customer insights through wifi, websites and unique QR codes.

We can also use our proprietary feedback terminals to provide insights on site in each department.

How long does it take to get started?

It only takes a few weeks to set up the survey and start collecting data once the integration is in place. "We often collect data for 4-6 weeks before we look at what constitutes a zero point. Then you have a good and solid foundation on which to make further decisions.

How do you provide training and get everyone up and running correctly? 

We assist with good start-up training and usually gather all department managers who need a good start and who often later need to review with their employees. In addition, our rapid support department provides assistance throughout the year as needed.

How do we get all employees to use Excite on a daily basis?

We see a direct correlation between using the system and customer satisfaction. This is easily explained by the fact that you get a directed and improved focus by reading customer feedback. To succeed in creating change in the face of customers, it is important that all employees use the solution to absorb insights and learning. This starts with recognizing where the areas for improvement in the customer experience lie and the desire to become even better. We see good development and high use of Excite for those who are able to put this into perspective for their employees.

Can Excite integrate with other systems we already use?

Yes, we have the ability to set up an API to other systems used

Is it possible to have a single sign-on from Excite into other systems?

"Yes, we can set up a single sign-on that makes it possible to access Excite directly from other platforms used. The user will then experience easier access and have fewer individual portals to deal with.

Can data from Excite be exported via API to other BI systems?

Yes, it's possible to export various key figures to other systems used, many people look at key data from Excite together with other governing KPIs that apply to the company - to be able to see the connection between the data over time.

How do we know how Excite is used in everyday life? 

Dashboards that show team engagement and daily usage while all users get a push in the app when new activities and customer responses are available create a necessary awareness and reminder of the importance of daily usage.

How do we get access to benchmarks outside our own chain? 

RetailX possesses large data sets on over 1,600 different brands that are collected from Norwegian shopping centers every year. This is data that we own ourselves and that we can share with other users of the Excite solution. The most natural thing to do is to look at your own competitive picture, and make use of overall aggregated data on all stages of the customer journey for the selected period - and compare with your own results.

What languages are available?

Web and APP are currently available in Norwegian, Swedish and English The questionnaire itself can be developed in any language of your choice.

Can we set up different types of surveys ourselves?

You can freely set up your own surveys in Excite, both internally and externally. You can set up everything yourself, but you can also get help from our consultants who have extensive experience in terms of both question wording and length.

Is support included in annual licenses? 

Yes, all support relating to users and assistance with the existing solution is available to all users throughout the year, both by phone and online.

Have Excite solutions that enable cost savings on other platforms we already use

Excite has been developed to support the need for tools related to good operation and implementation.We have emphasized developing functionality that allows e-learning systems as well as forums and common communication platforms / intranets to be added to Excite. This often proves to be very cost-effective.