Data-Driven Transformation – Optimizing Retail Mix & Elevating Culinary Excellence

Conducted in-depth data analysis to identify high-potential retail and F&B brands that aligned with customer preferences. Delivered strategic recommendations to optimize the brand portfolio, elevating the destination as a top-tier hub for luxury shopping and fine dining.

Challenges:

A luxury mall with an emphasis on high-end retail and dining faced several key challenges:

Lack of Data-Backed Decision Making: New brands and restaurants were onboarded without structured insights into their potential success, leading to suboptimal choices.

Fragmented Customer Journey Insights: Guest interactions were not captured cohesively, making it difficult to identify and address pain points.

Operational Inefficiencies: Guest relations and facility management lacked defined KPIs, slowing the response to customer feedback and operational issues.

Need to Redefine the F&B Strategy: The mall sought to position itself as a culinary destination, but lacked a comprehensive F&B strategy aligned with customer preferences.

Solutions:

A structured, data-driven approach was adopted to optimize the mall’s retail and F&B offerings:

Customer Journey Mapping: The entire customer experience was mapped using Miro, identifying friction points and improving feedback systems to ensure rapid issue resolution.

Retail & F&B Strategy: In-depth analysis of footfall, spending habits, and customer preferences informed brand selection and F&B offerings, ensuring alignment with customer expectations.

KPIs Across Departments: Clear KPIs were established for guest relations, operations, and facilities management, with real-time service SLAs to ensure prompt resolution of issues.

F&B Excellence Framework: A benchmarking framework was created based on global luxury dining destinations, enhancing the mall’s culinary offerings and making it a culinary hub.

Impacts:

By integrating data analytics and customer journey mapping, the mall successfully transformed its retail and dining offerings, enhancing its reputation as a premier luxury destination and achieving sustained revenue growth.