How Yellow Tokens Helped an Agency Prove the Problem Wasn’t the Campaign. It Was the In-Store Experience

Scenario

A marketing agency responsible for the campaigns of a brick-and-mortar retail chain in the home appliances sector developed creative assets, digital ads, and promotional activations. The campaigns drove traffic, supported by click-through and engagement data, but even so, sales results consistently fell short of expectations.

With every new campaign, the client asked the same question: “Why does the campaign attract attention but fail to convert into sales? Are we missing the mark in our messaging?”

Problem

The agency found itself under pressure to deliver sales results that were beyond its scope of control. While the client acknowledged the creative quality, they began to associate poor sales conversion with the supposed ineffectiveness of the campaigns.

Without visibility into what was happening inside the stores, the agency lacked the data to defend itself. There was no structured way to show that the issue might lie with customer service, in-store experience, or brand perception, all factors outside the realm of marketing execution.

This lack of a 360-degree view weakened the agency’s strategic influence and put the contract at risk.

How Yellow Tokens Turned the Tables

The agency implemented Yellow Tokens to monitor consumer perceptions of both the retail chain it served and its direct competitors.

The platform began collecting and organizing spontaneous feedback from channels such as Google, Instagram, Facebook and TikTok, automatically classifying comments into key themes like customer service, pricing, store structure, product quality, and after-sales support.

Within a short time, the agency was presenting reports based on real consumer data. It became clear that, although campaigns were increasing store traffic, customer dissatisfaction with in-store service was the main cause of frustration, a factor completely outside the scope of the campaign’s messaging.

Yellow Tokens enabled the agency to bring objective insights to client meetings, proving that the marketing efforts were doing their job, but the in-store experience required attention.

Results Achieved After Adopting Yellow Tokens

With insights from Yellow Tokens, the agency repositioned itself in the eyes of the client, shifting from being merely the campaign provider to becoming a strategic advisor capable of identifying critical gaps in the customer journey. Client trust increased, unfair pressure on the agency decreased, and they were invited to participate in broader decisions, including improvements to the in-store experience and sales team training.

This not only strengthened the partnership but also expanded the agency’s role and led to new contracts with additional locations in the retail chain.