How to measure, analyze and improve your client’s shopping experience?
Improving our client’s in-store experience always turns out to be a challenge all areas of a company should focus on. Having said that, how can we improve something if we cannot measure it properly? As we stand against an increasingly more competitive market, this premise becomes the foundation to achieve sustainability. Managing your brand’s bond with your clients is what will allow you to stay competitive.
The first step in this journey is to recognize all stages and events that result in your client bonding with your brand. Second, is to have access to a tool that would help you to record such events as a set of quantifiable indicators, in order to develop accountable actions that will produce foreseeable results. With this, we’ll have the possibility of developing an improvement plan that’s easy to apply in all stores.
With which data can I measure client’s shopping experience?
Measurement and the analysis of the client’s experience in the PoS implies a mix between performance KPIs like amount of client visits, conversion rate and other in-store interactions, adding it to product/service awareness and perception, understandable by reading KPIs such as usage rate, return and refund rate.
The possibility of these KPIs being easily obtainable will define the in-store experience, allowing that data set to be linked with actual business results; sales, margins and stock rotation. This newly acquired information will result in new levels of improvements across all business units.
How can you design a plan to improve the overall client’s experience?
To apply improvements in your in-store experience plan should be a long-term plan. In order to develop an effective plan, it’s important to consider:
- A flexible data platform, meaning, a tool that can be adapted to all business units of your company.
- Having access to updated info that can be easily understandable, such as tables, graphs and reports, which will allow actions to be made quickly and accurately.
- Data must be focused on detecting key elements to address.
- Resulting info should be easily understandable throughout the whole company, in order to lower response time rates.
How can RetailApp help you improve your client’s shopping experience?
RetailApp is the first platform designed to connect companies and their teams, regardless of big or small the company is. We provide a set of KPIs, integrated with both social platform and business intelligence (BI) capabilities, carefully tuned by specialists in retail marketing. The result is not only a powerful but also intuitive and easy to use, helping your team to quickly adopt its use. It allows you to make decisions based on hard data that you will be able to access through desktop and mobile environments.