4 responses

  1. Miriam Gomberg
    October 25, 2011

    I am a customer experience manager for a large retail store and find it harder to maintain the level of service when we are allotted less floor hours.

    We get a daily update on our CES (customer experience survey) which is great because we can react quickly. Still, I wonder what I can do to help ease the situation. Miriam

  2. Dale Wolf
    October 26, 2011

    Miriam, this seems to be such an oft-repeated dissonance that it is no wonder customers score us lower than we score ourselves. As a shopper, nothing upsets me more than standing around in a retail store either looking for help or just trying to pay for something I have selected.

    However, if I am reading your comment correctly, somehow you are still earning good experience scores from customers. That tells me that as a customer experience manager you are doing a lot of things right despite the reduction of staff floor hours. Kudos for that!

    The danger is that these scores may be lulling management asleep to a rising situation. Help them see that satisfaction and advocacy are different spots on the same continuum. What the management should be pushing for is an increase in advocates because they will tell others about the great service at your store. That is likely to make its way into social media and social conversations. That leads to increased revenue so you can get more hours on the floor. It is so easy for management to try to improve profits by cost reduction rather than revenue expansion.

    Easing the situation typically starts with the employees who are on the floor at any given time. If they are happy with their experience, customers will feel this. If the shopper is unhappy with level of service, employees should be trained to detect this and apologize in a positive way, one that makes the customer feel respected instead of neglected.

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