What happens in your retail environment is a crucial part of the mix in terms of serving your customer, everything from your opening hours to your customer service ethos and the number of staff available to customers. Your hardware and software can have an impact on your service delivery, even the way you price your products can affect the customer experience. How you deliver new ranges and products, how you promote things, how often you refresh your window displays, these are also part of your retail operations. How environmentally friendly are your operations, do you use recycled packaging, can you provide an e-receipt to cut down on printing or provide a refill service are all relevant to many modern customers? From a customer service point of view, how do you manage refunds/returns and product recalls (a potentially contentious area if handled inappropriately)? Do you monitor the standard Key Performance Indicators (KPI’s) such as customer spend, footfall, average item price etc. If you do, how do you use this information? Would Mystery Shoppers be of use to you? More recently your customer perception of your Covid 19 Safe practices will affect how comfortable a customer is in shopping in your store.
“We keep moving forward, opening new doors, and doing new things, because we are curious and curiosity leads us down new paths.” Walt Disney.
White Rose Retail Consultants can advise on all areas of your retail operations and additionally provide customer service training to streamline your operations to deliver a structured working environment and the best experience for your customer when they visit your store.