Description

Presented by:
Janna Meneghello Make It Happen Marketing
Miriam Hoolahan AppleCrisp Marketing

Win More Customers & Keep Them Coming Back

How to tell what your retail customers are thinking and enhance the customer experience.

DESCRIPTION:

The retail landscape is changing daily. New technologies and changes in shopping habits are a constant but one mainstay is that providing an amazing customer experience is an important key to a long life in retail.
This workshop will cover how to tell what your customers are thinking and how you can deliver the customer service your customers expect to keep them returning & referring.

This workshop will cover:
 Introduction to Customer Satisfaction – An overview of the customer experience trends in retail and highlight why it is important to benchmark customer service for retail success.
 Case Study of Customer Experience Research – We’ll look at a case study, discuss what insights were uncovered, how customer satisfaction helped to improve the product, and exceed customer expectations and increase sales.
 Mystery Shopping Locally – Findings of a mini-mystery shopper program conducted at 10 local retailers will be presented to identify where the bar is now and what we need to do in the future.
 Overview of Customer Satisfaction Measurement Methods – A range of ways to get feedback from your customers for all budgets and timelines.
 Customer Experience Best Practices & Implementation – We’ll look at ways to integrate customer service best practices to your everyday strategy. Attendees will be provided with a promotional plan template that can be used to integrate these activities. We’ll also begin working through a promotional plan with them.

Who is this session for?
Small to medium-sized retailers – online and brick and mortar.

What will you learn?
 How and why customer experience research is important to sales
 How to conduct customer experience and satisfaction research
 How to use these insights to modify how you do business, and implement them into your annual marketing plan to win the customer service war