How HMV turned customer insights into frontline behaviors that drive performance

See how HMV used customer insights to improve service behaviors across its store network

HMV identified Staff Knowledge as one of the strongest drivers of customer satisfaction and return intent. Working with SMG, the retailer uncovered clear connections between frontline behaviors, customer perceptions, and business outcomes. By transforming those insights into simple, memorable actions for store teams, HMV created a scalable approach to improving customer experiences across its locations.

Learn how HMV:

• Identified Staff Knowledge as a key driver of satisfaction, loyalty, and exceptional service perceptions
• Launched a “Super 6” campaign to reinforce customer-focused behaviors across stores
• Improved performance through targeted training, engagement initiatives, and manager accountability
• Increased mentions of exceptional service and improved key customer experience metrics