![]() And to me, that is winning with customer experience.Ĥ. I haven’t heard a single person say because of the way we’re handling it, they’re not coming back and they’re going to go shop at another location or another business because they’re handling it better than we are. Not only has the response rate stayed at the same ratio as pre-pandemic (I attribute this to our communications about safety and hygiene and also the antimicrobial screen protectors), but I also don’t know that I’ve read a single complaint about someone saying ‘your policies are not good enough. These efforts and or communication around it have certainly played an important in actually improving our customer satisfaction score since May.Īnother example that supports the positivity towards our precautionary measures is our open feedback comments. They see that we’re taking all of the known precautions that we can, and we’re offering the ability to shop online or call it in, or come by our store and pick it up. ![]() We can see in our HappyOrNot scores that customers who do come into our stores are having a good experience. Have you made any interesting findings from the data? For example, reached different insights compared to pre-pandemic? These factors validate that we’re moving in the right direction, making the right decisions, and continuing to ensure we meet our customers’ expectations.ģ. In fact, our Happy Index score from May this year to date is actually higher than it was pre-pandemic – from 86 on average to 89. We’re taking all of these precautions, including wiping down common surfaces regularly– whether it’s a credit card machine or capture unit- to not only keep our customers safe, but our employees safe, too.Īnd we see in our HappyOrNot scores, and the open comments feedback, our customers telling us that that they feel like we’re doing a good job. We also took into immediate use HappyOrNot’s antimicrobial screen protectors on our Smiley Touch terminals to make sure our customers would feel comfortable to continue to give us feedback. It even extends to things like providing assurance that we’re taking safety and hygiene precautions by having shields at our registers, all employees wearing a mask, and fogging our stores. Some are going to tell you what you’re doing wrong and some are going to tell you what you’re doing right, and it’s important to gauge both the positives and negatives and set your course from there. It’s critical to listen to what your customers are telling you. Why do you feel it is important to continue measuring customer satisfaction and improving the customer satisfaction during the pandemic? ![]() ![]() And if they’re looking for athletic sho e s ( which ha ve become very popular now ), we’ve made sure to increase the availability by making additional buys to stock any open spots we may have for product in those categories.Ģ. This becomes especially true in retail, because they know what brand they like, or particular shoe they want and in what size, and so they don’t really need to go to the store to try it on-they can simply buy online and have it shipped to their ho me.Īs it relates to our customer experience, w e are tailoring to what they’re looking for. Here, o ur website has really taken off because, of course, there are people that are cautious about going to a lot of stores unnecessarily and instead prefer to shop on l ine. T hat’s really where we are with the new normal right now.Īnd conversely, if they have an opportunity to buy it online, they will choose that option. Th ey aren’t browsing or look ing at other types of shoes – t hey get what they came in for and then they’re out. If they need a new pair of running shoes, t hey go in, look at the running shoes, pick out a pair, buy them, and go. W e have seen a lot less g razing in our stores. T here’s been a lot of change in the way customers are thinking about buying things in-store: it’s more about necessity and it’s done in a more focused way. Then, in other stores, the customer would still rather come in and shop around. I n one location, they may really like to call in, ask for a certain product, reserve it, and then come to p ick it up. ![]() Through the customer feedback data collected by HappyOrNot, w e have found that what our customers are telling us from different cities, or different states, varies. You’ve got to understand what your customers are looking for. Are they looking for the ability to come into your brick-and-mortar store and shop safely? Are they looking to buy online, pick up in store, or are they looking to just a phone in order? What is it they’re looking for is very important to understand in this new world that we’re in right now. How do you see the role of Customer Experience in retail the next normal? ![]()
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