The challenge: A service review to understand the key actions that encouraged customers to buy when they were in store. Findings from this investigation were identified as greeting the customer, politely asking them what they wanted and then a member of staff accompanying them to where the product was displayed in store.
Focusing on these three simple objectives was proven to dramatically improve the customer experience and also led to a direct increase in sales. The challenge was to get a better understanding of when potential customers would visit the store, in order that staffing levels were in place to offer improved customer service and capitalise on the increased sales opportunity. Click here to read more…
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