Ensuring uniform customer experience in Retail: by RAG Scores

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www.ragscores.com Customer Experience Measured

description

Crunching the time lag from gap identification to frontline training in the Retail sector. This is a typical challenge faced by the Retail sector due to widespread geographical locations, multiple Francisees, lack of Internal Controls or absence of a robust internal Training support. Here's how this challenge can be easily overcome

Transcript of Ensuring uniform customer experience in Retail: by RAG Scores

Page 1: Ensuring uniform customer experience in Retail: by RAG Scores

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Customer Experience Measured

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Agenda

“Crunching the gap-identification to training of frontline”

A typical issue in case of

•Widespread stores in diverse geographies,

•Multiple franchisees,

•Lack of internal control,

•Not having a robust training setup

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Some Common Challenges

Are allmy stores

clean?

What is competition

doing?

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Some Common Challenges

How doI reach out to my customer?

Are allmy stores

clean?

What is competition

doing?

http://www.ragscores.com/
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Some Common Challenges

How doI reach out to my customer?

Are allmy stores

clean?

Is the signage lit up in the

night?

What is competition

doing?

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Some Common Challenges

How doI reach out to my customer?

Are allmy stores

clean?

Is the signage lit up in the

night?

What is competition

doing?

How to ensure

Maximum Impact in

Minimum Time?

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Simply……

“Inspect

What

you

Expect”

How does a brand / investor / franchisee ensure a positive

Overall Experience on a continuous basis……

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Typical Mystery Audit Flow

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Our Solution

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Mystery Shopping

Interaction Audit

Conformance Audit

Life Cycle Audit Benchmarking

Alternate Channel Audit

Trained shoppers to anonymously evaluate :

•Customer Experience

•Softer elements like overall environment, selling skills, body language

Feedback through:

Benchmarking,

Focussed Groups & Mystery Audits for

Self, Competition &

Best In class

Defining end to end customer touch point and auditing each interaction for compliance and further improvement

Trained shoppers to anonymously evaluate:

•Operational Efficacy

•Employee integrity

•Merchandising

• Training & Workshop• Process Optimization• Process Audits

Auditing interaction quality & customer experience at IVR, SMS, Website, Written communication (Email, letter & fax)

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The MethodologyI(DA)2T: Developed in-house to deliver superior experience

Interact & Discover

• Discussions

• First hand product & service experience

• Q&A session

• Frontline meeting

Assess & Discuss

• Cross-functional discussions

• Process designing

• Brainstorming

• Discussions

Agree & Transfer

• Solution discussion

• Solutions walkthrough

• Agreement & sign offs

• Train core team

• Implementation

T

A

D

D

I

A

Interact

Discover

Assess

Discuss

Agree

Transfer

I(DA)2T(IDEATE)

Inclusive Approach : All the stake holders are involved

Result Oriented : Unlike an “only-consultative” approach

Time Tested : Has been successfully implemented across various service industries

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Expertise in Experience Management

• Service Strategy Development

• Market Research

• Mystery audits

• Benchmarking

• Process Audit

• Process Optimization

• Service Technology Design

• Process Outsourcing

• MDP, Training Educational / Training

BPO

Banking

Telecom

Hospitality

FMCG & Retail

AssignmentIndustry Clients

Outbound telecalling, Field data collection, Database Mgt, Mystery audit, Process audit, Guest Retention, Call centre set up, Technology design, Training

Service Quality, Process audit, Guest Retention, Technology design, Training, KYC

Proactive Life cycle Mgt, Process audit, Database Mgt, Guest retention, Mystery dining

Service Marketing, Distribution Process & Training, Feasibility Study, Product Test Study, Mystery Shopping, Guest response Mgt.

Management Development Program, Performance Management system, Skills’ training

Visiting faculty : CRM for MBA studentsCorporate training

HealthcareService audit – Experience & Standardization.Recommendations on service improvement, standardization & technology deployment

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http://www.centreforsight.net/index.php
Page 13: Ensuring uniform customer experience in Retail: by RAG Scores

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Contact us :

Arti Prakash

[email protected]

+91-9811476972

Vijay Jassal

[email protected]

+91-9811318202

http://www.ragscores.com/

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