Case Study: Standaard Boekhandel cuts online pickup time with Hello Customer

Standaard Boekhandel cuts online-pickup time from 2 hours to 30 minutes with Hello Customer

Standaard Boekhandel, Belgium's market-leading book retailer, faced the challenge of staying relevant against online competitors like Amazon. They needed to move beyond traditional mystery shopping to gain real-time customer insights and foster a customer-centric culture across their 200+ stores. To achieve this, they partnered with the vendor Hello Customer.

Using the Hello Customer platform, Standaard Boekhandel replaced slow market research with a live stream of real customer feedback. This allowed them to make targeted improvements, such as expanding their English-language book selection and optimizing staff schedules. The measurable results were significant, including reducing online purchase pickup times from two hours to just thirty minutes. Hello Customer enabled the company to let customer feedback directly set their priorities for growth.

Standaard Boekhandel