Crunching the time lag from gap identification to frontline training in the Retail sector. This is a typical challenge faced by the Retail sector due to widespread geographical locations, multiple Francisees, lack of Internal Controls or absence of a robust internal Training support. Here's how this challenge can be easily overcome

1. Customer
Experience
Measured
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2. Agenda
“Crunching the gap-identification to training of frontline”
A typical issue in case of
•Widespread stores in diverse geographies,
•Multiple franchisees,
•Lack of internal control,
•Not having a robust training setup
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3. Some Common Challenges
Are all
my stores
clean?
What is
competition
doing?
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4. Some Common Challenges
How do
I reach out to
Are all
my customer?
my stores
clean?
What is
competition
doing?
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5. Some Common Challenges
How do
I reach out to
Are all
my customer?
my stores
clean?
What is Is the signage
competition lit up in the
doing? night?
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6. Some Common Challenges
How do
I reach out to
How to ensure
Are all
my customer?
my stores
clean?
Maximum Impact
in
Minimum Time?
What is Is the signage
competition lit up in the
doing? night?
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7. How does a brand / investor / franchisee ensure a positive
Overall Experience on a continuous basis……
Simply……
“Inspect
What
you
Expect”
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8. Typical Mystery Audit Flow
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9. Our Solution
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10. Mystery
Shopping
Interaction Conformance Life Cycle Alternate
Audit Benchmarking
Audit Audit Channel Audit
Trained shoppers Trained shoppers to Defining end to end Feedback through: Auditing interaction
to anonymously anonymously evaluate: customer touch point Benchmarking, quality & customer
evaluate : •Operational Efficacy and auditing each experience at IVR,
Focussed Groups &
•Customer •Employee integrity interaction for Mystery Audits for SMS, Website,
Experience compliance and Written
•Merchandising further improvement Self, Competition & communication
•Softer elements
like overall Best In class (Email, letter & fax)
environment,
selling skills, body
language
• Training & Workshop
• Process Optimization
• Process Audits
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11. The Methodology
I(DA)2T: Developed in-house to deliver
superior experience Interact
I Transfer Discover
Interact & Discover I(DA)2T
• Discussions
(IDEATE)
• First hand product & service experience D Agree Assess
• Q&A session
• Frontline meeting Discuss
Assess & Discuss
• Cross-functional discussions A
• Process designing Inclusive Approach : All the stake
D holders are involved
• Brainstorming
• Discussions Result Oriented : Unlike an “only-
A consultative” approach
Agree & Transfer
• Solution discussion Time Tested : Has been
successfully implemented across
• Solutions walkthrough T various service industries
• Agreement & sign offs
• Train core team
• Implementation www.ragscores.com

12. Expertise in Experience Management
Industry Assignment Clients
Outbound telecalling, Field data
collection, Database Mgt, Mystery
• Service Strategy Telecom audit, Process audit, Guest Retention,
Development
Call centre set up, Technology design,
Training
• Market Research Service Quality, Process audit,
Banking Guest Retention, Technology
design, Training, KYC
• Mystery audits
Proactive Life cycle Mgt, Process audit,
Hospitality Database Mgt, Guest retention,
Mystery dining
• Benchmarking
Service Marketing, Distribution Process & Training,
FMCG & Feasibility Study, Product Test Study, Mystery
• Process Audit Retail Shopping, Guest response Mgt.
Service audit – Experience & Standardization.
• Process Optimization Healthcare Recommendations on service improvement, standardization
& technology deployment
• Service Technology Design
Management Development Program,
BPO Performance Management system,
• Process Outsourcing Skills’ training
Educational Visiting faculty : CRM for MBA students
• MDP, Training / Training Corporate training
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13. Contact us :
Arti Prakash Vijay Jassal
arti@ragscores.com vijay@ragscores.com
+91-9811476972 +91-9811318202
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