How a Real-Time Feedback Loop Impacts Customer Service
Retail executives depend on hourly employees and local store management to deliver great customer experiences, execute merchandising strategies, and drive sales. But store employees can get bogged down in day-to-day operations. In turn, they can miss opportunities to improve the overall customer experience.
In most stores, employees receive feedback from managers about store operations and customer service data via regular performance reviews, daily check sheets, and customer satisfaction survey results. While these approaches have been in place for years, they don’t always lead to the best results.
One example of communication failure is the customer satisfaction survey. The data should indicate what stores and employees are doing correctly and where improvement opportunities lie. Most retailers, however, consider anything less than 100 percent on these surveys a failing grade.
Read the full article on TotalRetail.