Make Your Retail Shop
A Smart Shop
The prevalent metric to drive decisions, improve efficiency and measure service quality and customer satisfaction in retail is the conversion rate. There are two problems with that. First, the conversion rate combines too many variables. The reason why a visitor is not converted into a sale might be a low service level of your sales employees, which would require training them. Or no service at all. Which would mean that more sales people are needed, or that the existing ones must be more efficiently assigned. It is impossible to know where the problem originates without more data about the activities of your sales floor.
Second, conversion rates are not calculated precisely enough. As a result, the metric is distorted by design.
We can help you with that. By excluding not only employees and children from the visitor counts at all entrances of your store, but also identifying visitor groups, such as couples or families as one customer, it provides you with the only valuable basis for calculating your conversion rates: clean traffic.
Amazon has found its way into brick and mortar by devouring Whole Foods in 2017. And its appetite is growing fast. With new and disruptive technologies and lean cost structures the e-commerce giant is determined to disrupt the world of retail as we know it. Thus, for incumbents, price leadership is not an option any more. The only differentiator constitutes of a higher service level. As a result, service innovation is the only insurance against irrelevance, the only strategy for long-term customer loyalty
How motivated and engaged employees embrace customer interactions and how capable they actually are to help out, will make or break a shopping experience and decide over whether or not conventional retail can outperform the downward tendency of steadily decreasing revenues
Service level and customer satisfaction must be measured on a continuous basis. NPS (net promoter score) surveys are a method for spot-checking the customer satisfaction level, but do not provide coherent data to act on. Our solution is designed to monitor the points of customer interactions on the sales floor, be it a single product category or your entire store
Once you know your traffic and are positive that your customers are well-advised by your sales staff, you have to make sure that operations run smoothly. Precisely your checkout and service desks must be in order.
Checkout and service desk processes are often tiresome and exhausting for customers. Regardless how pleasant the shopping experience, long queues and time-consuming transaction times are the closing impressions that shoppers take home with their purchases. Both can be avoided. Long queues are a results of inefficient cash (or service) desk management, long transaction times of tired employees.
We are addressing exactly the optimisation of this unpleasant aspect of retail environments. Our solution provides managerial oversight on the performance of an entire region, but goes as deep as to inform on:
customer dwell (transaction and waiting) time
of each cash (or service) desk recorded by our system.