Case Study: Standaard Boekhandel boosts customer centricity and omnichannel performance with Hello Customer

Remaining relevant as a physical retailer in omnichannel times

Standaard Boekhandel, Belgium’s market-leading book retailer with more than 200 stores, needed a better way to understand how customers perceived its brand and stores in a fast-changing, increasingly digital market. Instead of relying mainly on mystery shopping and traditional market research, the company wanted real-time feedback to stay relevant, strengthen customer centricity, and compete with online players. Hello Customer provided the customer feedback platform used to meet that need.

With Hello Customer, Standaard Boekhandel set up a constant stream of real-time customer feedback to guide store improvements, employee coaching, and strategic decisions. The platform helped identify quick wins like reducing lunchtime queues and more important changes such as expanding English-language book assortments, while also reinforcing a customer-first culture across teams. The company also reduced online order pickup time from two hours to 30 minutes, improved employee performance and retention, and reported better quality, stronger customer loyalty, and improved profit margins.

Standaard Boekhandel

Standaard Boekhandel