Customer experienceS = ce2
Perceived value is the key to customer satisfaction and sustainable revenue. Exceptional customer service, combined with hands on product selection, will attract and maintain customer loyalty, and enhance their perception of value for money.
Online shopping is the latest form of retail competition. But, it is only competition, not the end of in-store shopping as online retailers would have you believe. The perception of value is based on more than price. The TOTAL customer experience determines perceived value and sales continuity. Continuously rethinking, and reinventing, the value proposition is critical to sustainability in a competitive marketplace.
Successful retailers learn from competition by adapting (not imitating) the positive contributions to perceived value within their operation, and avoiding the negatives. Developing a flexible, agile, approach to operational change will keep revenue flowing. Avoiding the “we’ve always done it this way” trap is crucial. Innovative thinking which drives active change will appeal to customer curiosity, and enhance the perceived value of the customer experience.
gateway to continuity !
The Boardroom Cockpit brings insight, not only about results like customer- and employee satisfaction, but also about the requirements needed to create customer- and employee satisfaction. By benchmarking competitors data (if available) or benchmarking on own data, discoveries and improvements can be made. The Boardroom Cockpit provides an overview of the coherence and relationship of all key indicators.
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