The Shopping Experience CTQ\'s

1. “SPACED” Retail AnalysisLooking at the dimensions of CTQ Richard Woolverton President Woolverton Consulting Group

2. S ervice P rice A ssortment C onvenience E nvironment D ifferentiation

3. Service Dimension Staffing Levels compared to customer traffic Friendliness of Staff Knowledge of Staff Appearance of Staff Aisle Presence Checkout Staffing

4. Price Dimension Competitively priced against a shop of core items within “Top-shelf” brands. Price spread within like items or categories. Competitor Shop program Competitor Price Guarantee. Incentive Programs/Loyalty Programs

5. Assortment Dimension Depth of product mix. Diversity of product mix. Timeliness of seasonal categories Ability to Special Order On-line Shopping available Loyalty to a core mix. Service offerings

6. Convenience Dimension Geographic coverage Coverage of major thoroughfares Ease of access: entrance and egress Walking distance to major population centers Accessible to metro rail or bus. Synergy of location to other major destination stores or locations.

7. Environmental Dimension Cleanliness of front apron and building façade. Windows clean with limited signing pollution. Cleanliness of store and surrounding location. Lighting of store; bright and inviting. Bathrooms are clean and well stocked. Diaper changing stations available. Capital investment in updates and remodels. Competitive comparables.

8. Differentiation Dimension Uniqueness of products within competitors in the same vertical space. Uniqueness of services within the box compared to competitors in the same vertical space. Use of proprietary products Events Loyalty programs Core philosophies; i.e. service or price matching.