RTP Customer Expereince Series - Understanding How To Deliver A Consistant Customer Experience

407 views
264 views

Published on

Published in: Marketing, Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
407
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
8
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

RTP Customer Expereince Series - Understanding How To Deliver A Consistant Customer Experience

  1. 1. Understanding  How  to   Deliver  A  Consistent   Customer  Experience   #CCES14   Webinar  Sponsored  by  
  2. 2. #CCES14   Welcome  Webinar  A8endees  
  3. 3. #CCES14   Follow  This  Webinar  On  Twi8er   #CCES14
  4. 4. #CCES14   About  Retail  TouchPoints   ü  Launched in 2007 ü  Over 28,000 subscribers ü  To provide executives with relevant, insightful content across a variety of digital medium Free subscription to our weekly newsletter: WWW.RETAILTOUCHPOINTS.COM/SIGNUP
  5. 5. #CCES14   Panelists   Debbie Hauss Editor-in-Chief Retail TouchPoints MODERATOR Scott Knaul CEO SMK Workforce Solutions Erin Oldershaw Communications Strategist SMK Workforce Solutions
  6. 6. #CCES14   SMK  Workforce  SoluFons   We  are  a  consulFng  firm  uniquely  focused  on  the  key  retail   proposiFon  of  the  Customer  Experience  across  all  retail  channels.   From  focused  advice  on  communicaFons,  team  management,   business  processes  and  tools,  we  partner  with  retailers  in  creaFng   and  execuFng  a  consistent  Customer  Experience.  
  7. 7. #CCES14   Customer   Experience   OperaFng   Model   Service  Model   ExecuFon   Service   Enhancements     Measurement  
  8. 8. Delivering  the  Customer  Experience   Service  Model   Opera=ng  Model  
  9. 9. The  Service  Model   DEFINE  IT   •  How  is  the  service  model  defined   by  your  organizaFon?         •  How  is  the  service  model  defined   by  your  customer?    What  service   expectaFons  do  your  customers   have?   •  How  is  the  in-­‐store  service  model   defined  by  your  organizaFon?    Are   there  non-­‐negoFable  factors  that   will  impact  the  experience?       QUANTIFY  IT   •  What  Fme  standards  are  used  to  quanFfy   the  service  model?     •  What  metrics  are  used  to  measure  the   process?   •  What  processes  are  used  measure  and   track  accountability?     •  Do  you  have  tools  to  build  efficiencies?      
  10. 10. The  OperaFng  Model   DEFINE  IT   •  What  work  needs  to  be  executed?         •  How  is  work  managed  in  the   stores?     •  What  tools  do  you  have  to   streamline  work?   •  What  is  the  value  of  the  work   being  executed?     QUANTIFY  IT   •  What  Fme  standards  are  used  to  measure   the  work?   •  What  processes  are  used  measure  and   track  accountability?     •  Do  you  have  tools  to  help  build  efficiencies?   •  What  business  pracFce  /  forum  is  used  to   review  the  ROI  on  the  work  being   executed?  
  11. 11. The  Customer  Experience  –  Balancing  it  all   You  must  define  and  quan.fy  the  customer  experience  
  12. 12. #CCES14   Consistent   Customer   Experience   Winning  The  Ba8le   Of  Customer   Service  Vs.  Task:   OpFmizing  The   Customer-­‐Centric   Payroll  EquaFon     Growing  Revenue   While  Controlling   Labor  Cost   CommunicaFon   Ma8ers:  Solving   the  Store   ExecuFon   Challenge     Conquer  the   Fing  Room  –   Make  the  Most  of   Your  Most   Valuable  Real   Estate     Understand  In-­‐ Store  Shopper   Behavior  With   Precise  LocaFon   AnalyFcs    
  13. 13. #CCES14   Q&A    //    Panelists   Debbie Hauss Editor-in-Chief Retail TouchPoints MODERATOR Scott Knaul CEO SMK Workforce Solutions Erin Oldershaw Communications Strategist SMK Workforce Solutions
  14. 14. #CCES14   Next  Session   WEDNESDAY  •  MAY  21,  2014  at  2PM  ET  /  11AM  PT   Winning  The  BaGle  Of  Customer  Service  Vs.  Task:     Op=mizing  The  Customer-­‐Centric  Payroll  Equa=on   DARREN  BOWDEN   Connors  Group   ANNE  MACKENZIE  KOTRABA   SMK  Workforce  SoluFons   www3.retailtouchpoints.com/cces14  

×