Exploding the level of service in your organization
Regardless of what your stores sell, where they’re located, or even how exclusive or competitively priced your merchandise is, one thing is certain: If your customer’s shopping experience isn’t outstanding, you’re going to lose money—and even worse—market share.
Every online or instore purchase represents not just one, but a whole a series of actions taken by both the customer and your staff. Whenever a customer contacts your call center, browses your e-commerce website or enters your physical store, every contact they make with an employee becomes a part of their shopping experience. Will it be positive or negative? These individual “touchpoints” are what shape the customer experience, and the more touchpoints there are, the more that can go right…or wrong.