DECREASE BUDGETS –INCREASE MEASURABLE RESULTS
Here is an easy, fast way to get knock down results FAST.
NOT JUST FEEDBACK – RELATIONSHIPS THAT YOU USE TO BRING IN MORE CUSTOMERS AND GROW REVENUES
Your time 3-5 hours
1. Create customer excitement with a fun interactive contest/survey website, igniting email opt ins. friend referrals and store visits!
• Collect thousands of new customer / friend emails per month and drive traffic to stores.
2. Increase customer conversion rates at the stores
• Collect thousands of surveys per month and find out from your customers / browsers / potential customers why they didn’t buy (missed opportunities), what they could have bought (missed sales), and how we can improve (customer service).
3. Increase revenues by motivating / incentivizing all levels of the organization to deliver an Exceptional Customer Experience
• Collect 30-75 Customer Experience surveys per month per store – producing a valid measure of each store’s customer service allowing for goal setting and trending of improvements month over month, store by store, region by region.
• How to start:
1. I’ll help you to define a survey that measures the key associate behaviours and store deliverables; collect customer opinions on product, service, store experience (design, multiple drafts, approval 3 days)
2. We’ll decide on creative concept/design for a contest website with exciting prizes, a fun interactive ‘Instant Win’ game and a rewarding friend referral feature (design, updates, approval 4 days)
3. You’ll invite customers to the contest / survey website
(a) when they are shopping by handing them an invitation token / receipt message; and/or
(b) by adding a contest message to existing advertising.
• The response time;
We provide you with a login and password to view customer surveys as they are submitted in real time. Over the course of any given month we see 30 – 75 surveys per store per month.
• How would the results be presented;
1. Online Summary Reports are available in real time. Overall company scores drill down to district reports/comparisons, which drill down to store reports/comparisons, which drill down to individual customer surveys.
2. Monthly Store Report Card is provided for each store the first week of each month. District Managers view a four month trending of key questions and overall score for each store as compared to the district and overall company. At the individual store level, District Managers can use this to reward / celebrate amazing customer experiences as well as coach store managers/associates for improvement.
3. Quarterly Insight Presentation. Successes (what makes a great experience) and opportunities (what makes a less than perfect customer experience) are highlighted at the company and district level. Processes/Training opportunities are identified to replicate great experiences and reduce negative experiences at the store level.
• The benefit to the organization;
1. Actionable insights delivered in easy to understand intuitive reports that empower associates at every level to create change at the store level. Store level insights are based on 100s of surveys which can supplement / replace the one mystery shop per month.
2. 1000s of customer emails month over month at a very low cost per acquisition
FAST FACT: We were able to increase accessories sales by 10 % in one quarter for one client by identifying opportunities in the customer interaction/store experience for accessories sales, providing insight into the tools associates need to make the sale, and setting / measuring month over month accessories sales behaviours and their impact on revenues.
• The benefit to your customer;
1. A really fun interactive online experience which makes customers feel valued and their opinions heard.
2. Customers have the opportunity to ‘Instantly win’ great prizes and/or win a large Draw Prize ($500 shopping spree)
FAST FACT: We were able to improve the customers’ fitting room experience for one client by 6% in 3 months, by identifying opportunities for improvement, communicating these to employees, setting goals for behaviours month over month, and rewarding successes.