Improve Customer Experience
Improve Your Results at the Point of Contact with Your Customer
The quality of your results is directly tied to the experience your customer has with your people, your products, and your stores. As leaders of retail teams we understand that the point of contact with the customer is where success is made or lost.
Let the Retail Advocacy Group assist you and your team with identifying gaps that may be driving your customers to your competition.
We begin our retail customer experience consulting process by seeking objective data about your stores and products through in-person and telephone-based mystery shopping. Then we follow-up with focusing our efforts on understanding what your team members on the floor view as their priorities, problems, and dilemmas. Our goal is to determine the areas that will yield the fastest and biggest impact on your business. Our gap analysis typically includes:
Understanding the Current State
- Interviews With Key Management Personnel
- Interviews With Store and Field personnel
- Mystery Shopping
- Customer Surveys
- Store Visits and Work-alongs
Subsequent to presenting our findings we will develop operating plans, standard operating procedures, training programs, and measurement criteria that help your company to create success....Then we will work alongside of your team to ensure that execution stays on track throughout the organization.
Active Steps to Improve Results Quickly and Permanently
Leverage our background in motivating team members to grow your revenue and gross margin through improving the customer's experience in your stores. We will focus on core areas such as:Solutions That Yield Real Results
- Compensation Programs
- Training Opportunities
- Corporate Communications and Culture
- Store Experience / Merchandising
- Daily Activities and Tracking
Working with your team we will measure and evaluate the current state; develop revised and ongoing training programs to provide the tools needed to improve results; create incentives designed to impact your culture on the floor; and then measure the results.
We Work Along Side of Your Team
Our programs integrate the following components to improve your customer's experience:
- Mystery Shopping and Associated Feedback
- Customer and Team Member Surveys
- Training Programs
- Standard Operating Procedure Development
- Merchandising Standards
- Recognition and Incentive Programs
Contact us to learn more!
Our retail consulting team boasts over one hundred years of successful retail consulting and retail leadership and store operation expertise. This includes selling on the floor, managing store locations, field leadership, home office management, training and development, compensation plans, customer experience evaluation, mystery shopping programs, developing standard operating procedures, marketing programs, and vendor management.
Our retail consulting team excels at change management including helping your team acquire and integrate new locations or building new operational structures. We assist our clients to properly implement our recommendations to insure they achieve the results they seek and experience a positive ROI from our retail consulting services.
Our retail consulting team partners with and assists our clients with the development and deployment of the key components required for business success. This includes effective business strategy, useful business analysis, and improved operational performance.
In order for a retail or consumer products organization to prosper they need to have a clear sense of where they are going (the strategic component), visibility and feedback on their progress (the analytical component), and the ability to execute their business plan smoothly (the operational performance component). Our retail consultant team has consistently demonstrated the ability to assist our clients with these key business components and, as a truly accountable business partner, we define your success as our success.
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