Lifting Visitation Frequency by 19% for a Home Improvement Retailer

An American home improvement retailer aims to increase in-store visits, particularly among younger women.

The Problem

While the client had data on shopper habits and in-store activity, they couldn’t uncover what would actually motivate more frequent visits—particularly among women aged 25–34, a key growth segment.

The Approach

We strategically layered behavioral motivators on top of customer and operational data to uncover the real visit drivers.

The Outcome

Simulations of various interventions yielded favourable ROI projections to redirect operational and digital investments.

The Problem

Infrequent store visits were limiting growth—and standard metrics weren’t telling the full story. While the client had data on shopper habits and in-store activity, they couldn’t uncover what would actually motivate more frequent visits—particularly among women aged 25–34, a key growth segment. They didn’t just need insights. They needed clarity on what truly mattered—and what to do next.

The Approach

We layered behavioral motivators on top of customer and operational data to uncover the real visit drivers. Using Apex’s science-backed motivator framework and scenario modelling, we:

Identified three core visit motivators:
- Uncomplicated: Expectation of a simple in-and-out experience
- Responsive: Trust in the expertise of in-store staff
- Relatable / Empathetic: A sense of belonging—where “any question is a good question”
Simulated how improving key friction points would impact frequency

Prioritized immediate, high-impact improvements that were collaboratively determined to be realistic for the business: Now: ✔️ Improve online stock visibility at the store level ✔️ Enhance staff training for key product categories Next: ✔️ Upgrade in-store wayfinding for a more seamless experience

The Outcome

Behavioral simulations projected clear, measurable gains:

+19% visitation frequency among impacted customers.
The biggest lift? Women aged 25–34—the target segment.

The client used these insights to reallocate operational and digital resources, with Apex’s platform continuing to guide ongoing optimization.

Lifting Visitation Frequency by 19% for a Home Improvement Retailer

An American home improvement retailer aims to increase in-store visits, particularly among younger women.

The Problem

The Approach

The Outcome

The Problem

The Approach

The Outcome

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