Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Retail differentiation: 5 Tips for a prosperous Christmas

Almost half (45.2%) of the shoppers surveyed confirmed that they prefer to shop in the traditional high street rather than at shopping malls or web-based retail stores. These same consumers said they prefer traditional high streets and town centres because they tend to offer a wider range of shops and character.

"It's clear that consumers still like to take part in the physical 'shopping experience'. But, with shoppers still being tempted to spend their money online - and with them believing this is where the best offers are - retailers need to look at what they can offer customers to entice them into physical stores," explained Tim Ogle, CEO for Retail Eyes.

"There's been little let-up in this tough retail climate and there's only so much retailers can do in terms of price reductions and promotions to offer customers a bargain," Ogle warned. "Retailers should be looking at other ways in which they can differentiate themselves on the high street. One such cost-effective way is by focusing on the experience and service they offer those customers."

Parking is often a source of frustration for consumers, whether it be on the high street or at shopping centres, as 80% of consumers confirmed that parking at shopping centres was very expensive and 45.8% said they would be put off visiting a shopping centre completely if there were bad or costly parking facilities.

Following the survey, Retail Eyes has compiled its '5 Top Tips for Retailers' in preparation for the Christmas shopping season:

1. Stay calm at all times
   The busiest time of year for retailers is Christmas and having to deal with queues and frustrated customers is not an easy task. Inform staff to deal with aggressive behaviour from shoppers in a polite manner: stay calm, don't raise your voice and treat the customer with empathy and understanding. Generally, Britons are happy to queue up for something they value, and by communicating with them that their custom is valuable to you, you can make their experience a much more positive one.
2. Think about the customer
   Don't let the mad Christmas rush take over from good service. An ideal starting point is to make sure every customer receives a simple warm welcome and a friendly farewell - it will really help attract and retain shoppers. Good manners cost nothing but a little bit of time, but can make all the difference in getting customers to return again and again. Retail Eyes' research shows that 9 out 10 customers have left an establishment before making an intended purchase if they get poor service - good manners really can have a direct impact on your bottom line.
3. Put yourself in their shoes
   Christmas shopping can feel like a stampede sometimes. Make sure that all of your most popular and top selling items are easily visible and accessible in the store. By all means, play the classic Christmas music to keep staff and customers in the mood, but try to mix it up with more modern music to stop it becoming monotonous.
4. Don't forget about the temporary staff
   You will be relying on temporary staff to make Christmas run as smoothly as possible. Treat temporary staff like any other employee and make sure they get all the training they need to ensure they understand the business and the level of customer care that is expected from them. You should expect the same standards of work from temporary staff as you would demand from permanent staff. Temporary workers are equally as important at projecting the image of your business as your regular employees so make sure they feel involved and valued.
5. Use customer insight
   To maintain or improve the service you deliver, it's vital to get customer feedback. Only then can you be confident that you're meeting customer expectations and operating your business to the best standards. The experience customers have of your business is as crucial at Christmas as at any other time of year - just because they're in a rush, doesn't mean customer service will go unnoticed.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)