In an environment shaped by rising costs, shifting consumer expectations, and intensified competition, physical retail remains a critical growth channel but one that demands sharper visibility and stronger execution than ever before.

QBD Books is one Australian retailer successfully navigating this shift, and has embraced a data-led approach to optimize store performance while maintaining the human touch that defines its brand.

A retailer evolving with purpose

As one of Australia’s largest book retailers, QBD Books has built a strong national footprint and a loyal customer base over 150 years. 

Known for its accessible stores and passionate team members, the business has long prioritized customer connection.

More recently, that focus has been complemented by a broader transformation agenda – centered on improving store performance, enhancing customer experience, and driving operational efficiency across its network through its Awesome Customer Experience (ACE) Strategy. 

Bridging the in-store visibility gap

Despite strong fundamentals, QBD Books faced a common industry challenge: Limited visibility of in-store customer behavior.

Key questions remained difficult to answer with precision:

• How does foot traffic translate into sales? 
• Are staffing levels aligned with actual customer demand? 
• Which store layouts and merchandising strategies are truly effective? 

To bridge this gap, QBD Books sought a solution that could move beyond reporting and deliver meaningful, real-time intelligence to every level of the business, from bookseller to CEO. 

Partnering for performance

QBD Books partnered with Kepler Analytics to gain granular, store-level insights into customer behavior, enabling more informed decision-making across its operations.

Unlike traditional foot traffic solutions, Kepler Analytics offers a full view of customer path-to-purchase – providing a clear view of customer engagement metrics across both the exterior and interior of a physical store. 

For QBD Books, the value wasn’t just in the data itself, but in its ability to integrate seamlessly into daily retail operations and drive tangible outcomes. 

Store teams and head office leaders alike could now access consistent, reliable metrics to inform decisions around staffing, merchandising, and store performance.

A collaborative approach to implementation

Central to the partnership’s success was a strong focus on implementation and adoption through Kepler Analytics’ Client Success Framework. 

Rather than a simple technology rollout, the collaborative partnership worked to embed insights into the fabric of the business and ensure continuous improvement with:

• Structured change management processes.
• Training programs for store and support teams.
• Clear frameworks for using data in day-to-day decision-making.
• Comparative Industry Performance Benchmarking using the Kepler Retail Market Index (KRMI).

By closely aligning with QBD Books’ operational goals, Kepler Analytics ensured that insights were not only understood but also consistently acted upon.

Driving measurable outcomes

With improved visibility into store performance, QBD Books has been able to deliver tangible results across its network, noting a 5 per cent increase in average sale and a 2 per cent increase in sales conversion since implementation.

“Kepler’s value lies in how it translates complex analytics into simple, actionable stories that frontline teams can use – creating a feedback loop where every customer interaction can be seen, understood, and improved.”

Most importantly, dynamic dashboards have made it easy to identify star performers and best‑practice stores, fueling targeted coaching, recognition and knowledge‑sharing across the network – with discussions grounded in facts rather than ‘feelings’, leading to faster, better‑aligned decisions. 

Recognition at an industry level

QBD Books’ strategic initiatives have not only delivered measurable impact for the business but have also earned industry recognition. 

QBD Books was named in Deloitte’s Best Managed Companies program 2025, and CEO Nick Croydon was named as Best CX Leader in the 2026 Inside Retail Awards. 

The strength of the partnership between QBD Books and Kepler Analytics was also recognized at the same awards, where Kepler Analytics was named CX Partner of the Year.

A blueprint for modern retail

As the retail landscape continues to evolve, the need to measure and optimize physical store performance is no longer a ‘nice to have’ – it’s a necessity.

By bridging the gap between customer experience and operational performance, retailers can unlock new levels of efficiency, consistency, and growth.

Success in retail in 2026 and beyond will require more than just the right technology. It will demand a disciplined approach to execution – where data is embedded into everyday decision-making, and teams are empowered to act on it.

• To learn more about how data-driven insights can transform your retail operations, explore the Kepler Analytics platform or connect with the team to start the conversation.