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What is Retail Customer Experience?
Retail customer experience is the impression your customers have of your business throughout their entire journey – from their first interaction to purchase, and beyond. It includes every touchpoint, whether online or in-store, and covers everything from the friendliness of your staff to the ease of your checkout process.
A great retail customer experience means your customers feel valued, understood, and satisfied at every step. This not only increases the likelihood they will return, but also that they will recommend your business to others. In today’s competitive retail environment, delivering a seamless and memorable customer experience is essential for building loyalty and standing out from the competition.
At insight6, our local CX specialists work closely with retail groups and independent stores to improve every aspect of the retail customer experience. Whether you need help benchmarking your service standards or developing your long-term customer experience strategy, we provide expert support every step of the way. Mystery shopping the “in-store” experience to identify the standards of service and sales processes are operating. This can be via video or more traditional means.
- Introducing staff recognition programs based on the mystery shopping and online client feedback
- Introducing multisite mystery shopping programs to benchmark service standards and to set goals to become a world-class retailer
- Running customer experience and sales training programs across the team to increase motivation and sales
- Conducting customer focus groups in order to identify how they feel about their relationship with the brand and what improvements the brand could make to make them feel special
- Working with the leadership team to develop the CX strategy for the next five years and then attending board meetings to challenge and contribute
If you feel we can help you, please do get in touch.
Six Reasons to choose insight6 to improve your Customer Experience
We are extremely familiar with the sectors that we work in and our Customer Experience Directors have fantastic local knowledge within their regions. As a result, you will receive the best knowledge, support and information allowing you to benchmark yourself against other businesses within your industry and area.
- Our Customer Experience Directors are local to you and on hand to partner your journey of CX transformation.
- Our Customer reviews, survey tools and on-line feedback products are world class.
- All of your CX measurement is tailored for your business to ensure the results are 100% relevant and actionable.
- Our CX Directors can coach and mentor your teams to improve performance.
- Our benchmarking and customer mapping tools are second to none.
- When you work with Insight6 Transformation comes as Standard.
