What do customers do when they receive a bad customer experience? They don’t get mad, they get even! Most of the time, your disgruntled customers won’t confront you directly. Instead, two things happen — a) they stop doing business with you b) they share their negative experiences with their circle of friends. Worse yet, they might complain about your service and publish it on popular websites with a huge subscription base.
This article from Wired.com detailed a bad experience the author had at an electronic store when trying to exchange his newly bought television for a warranty. After a series of mistakes, the author finally received a gift card with the correct amount but he was left feeling stunned by the level of incompetence of the staff. His story points to the importance of having helpful employees who have great product knowledge and are able to provide assistance in a timely fashion.
As a location manager, what do you do when you hear such negative feedback about your customer’s recent experience at your store? The first thing to do is to identify what went wrong — was the customer greeted? Did the customer receive no help when looking for an item? Was the customer service representative rude? Was the store environment cluttered and messy? Was the merchandise misplaced and unorganized? Once you get insights into what went wrong, you can start prioritizing what need to be changed and focus on the elements that have the biggest impact on customer experience.
Empathica Local aims specifically at helping location managers deliver consistent and memorable customer experiences at their retail locations. This solution empowers busy location managers with clear information and suggested action plans to tackle any issues that are occurring within two minutes of reading the report. Unlike traditional reporting which provides you guidance to improve your location performance without tracking if your employees are working towards the goals, this solution has the ability to tell you what is being successfully executed on and not.
Your front line employees are your most important asset to your brand. Empower your location managers with the right tools to coach and motivate these employees.