This document summarizes observations from visits to 6 different stores: Cibercafé Los Alex, Lob Moda, C&A, Telcel, Chilim Balam, and Steren. For each store, it describes the environment, products, personnel, customers, and identifies some hidden opportunities for improvement. Some common opportunities identified include improving customer engagement, promotions, efficiency of payment processes, and making the shopping experience more fun and interactive. The document aims to provide insights to help these stores better understand their customers and identify ways to enhance their businesses.
2. HERE ARE THE INSIGHTS OF
6 STORES:
Cibercafé Los Alex
Lob Moda
C&A
Telcel
Chilim Balam
Steren
NOTE: Did’t have the chance to get pics from some stores, because of their politics, that’s why I put
some web pictures I found.
4. ENVIRONMENT: PRODUCTS:
Music playing Computer rentals their
Cool aconditionated most important product
Comfortable Prices not well
established
Little bit cold
CUSTOMERS:
PERSONNEL:
The just want to do their
Young
job
No uniform
Not so much contact with
Very kind with costumers personnel
Young people
5. HIDDEN OPPORTUNITIES
More engagement to atract and keep more clients
There are no promotions
The space between pc’s it’s little bit small
There aren’t things different of other business like it
They offer cell phone recarges, they could put a machine for
it, could be more efficient
7. ENVIRONMENT: PRODUCTS:
Music playing all the time, Computer rentals their
fast music, inciting to buy most important product
and buy and buy! Prices not well
Cool aconditionated established in some
Lot of space to walk products
PERSONNEL:
Young people well- CUSTOMERS:
dressed using the shop Most of them were with
clothes someone else
Most of them very kind An important % of
costumers buy some
product
Young pepple
8. HIDDEN OPPORTUNITIES
Personnel could be more kind, some of them did’t give the chance
to costumers to use dress room
Some clothes didn’t have prices
It’s obvious they need security, but it’s irritating that the first thing
you see when you get into the store its a guy like a policeman
Staff receiving payments is not very efficient, and there are
queues to make payments. They have to improve that
10. ENVIRONMENT: PRODUCTS:
Not so much spacious Cool clothes
Music playing not loud Products arranged in
enough sections: Young people,
Huge entrance kids, senior, casual,
formal, etc.
No “for sale” section
PERSONNEL:
There isn’t personnel
asking costumers for help CUSTOMERS:
They have uniform, not so Most of them were with
cool by the way, haha someone else
An important % of
costumers buy some
product
Young people
11. HIDDEN OPPORTUNITIES
Definitely here is an opportunity area where they can improve.
Their billing system is designed to facilitate the sale process for
the store and not the client. In the same row are those who will
pay a product, making card payments, clients to check their
balance. So then it’s a mess…
¿How about “gamificating” the clothes-buy experience?
13. ENVIRONMENT: PRODUCTS:
There’s no music playing More than a product,
Kind of a big office offering the service to
customers
Small door
Some products are
Well-thinked distribution
offered by the staff to use
A brightly lit place them
PERSONNEL:
Uniform: YES CUSTOMERS:
Too serious Kind of 80% of clients
There’s a place where have a mission there,
staff ask clients about there want to solve a
their mission there problem in their phones,
asking for a new plan or
paying doubts
14. HIDDEN OPPORTUNITIES
The corporate look-like they have, is not entirely pleasant
The product contact is very important in the sales chain, definitely
there is an area of opportunity for Telcel
16. ENVIRONMENT: PRODUCTS:
The place itself invites Candies of all colors and
you in. flavors
Very colorful There are some products
Fun that the staff prepare in
front of you
Everything it’s perfectly in
place
It’s a small place
PERSONNEL: CUSTOMERS:
They use colorful They enjoy this idea of
uniforms the staff preparing in front
of them some products,
It’s the store where much
this is very atractive to the
rapidly the staff makes clients
contact with clients
The staff matches with
store image
17. HIDDEN OPPORTUNITIES
One of it’s strengths is having a fun image, could lead even
further this principle
How about the “do it yourself”?
19. ENVIRONMENT: PRODUCTS:
Boring Many cables, connectors,
Spacious antennas, electronics,
etc.. but are not perfectly
ordered
CUSTOMERS:
Most customers are
PERSONNEL: looking for a specific
There isn’t personnel product
asking costumers for help Most are middle-aged
They have uniform, not so men
cool by the way, haha
20. HIDDEN OPPORTUNITIES
Is a place where technology is sold, but at the same time is a very
boring place, and should be reversed. It occurs to me that could
incorporate some of the products they sell, displaying real-time
operation
The staff sometimes seems that there aren’t experts in technology
and the products they offer, should consider this little detail
