Consistent_In_Store_Experience. The Best In-Store Customer Experience in Ten Simple Steps — The Mind's Eye. Keeping a retail store looking spic and span is one of the most important tasks for managers and merchandisers. Yet with faster turnover, store specific planograms and 24 hour shopping, there is more opportunity for standards to slip, just when they need to be at their highest. However, by taking a few simple steps, display specialists and store managers can ensure that their store looks as good as the day the displays were first implemented. The key to a great customer experience is making sure these steps are communicated swiftly and clearly to replenishment staff in store.
But what is the most effective communication method to achieve compliance? Visual Communication Improves In-Store Compliance This is the challenge that we at Fifth Dimension set ourselves, and it’s a challenge we especially enjoy. Movies as a Training and Change Agent To showcase this for a retailer, we put together a movie demonstrating how we would typically present these simple steps. Introducing The 6 Laws Of Customer Experience. What Do Customers Want? Professor Kano Knows. I’m guessing that many of you weren’t sure what this post would be about given the title. That’s because most people have never heard of Professor Noriaki Kano.
But anyone who deals with customer experience (or product development) should definitely learn about his work. Professor Kano is probably best known for creating the Kano Model (developed in the 1980′s) that classifies customer preferences into five categories: Attractive (unexpected value)One-Dimensional (the more, the better)Must-Be (need to have these)Indifferent (no impact)Reverse (negative impact) It’s critical that companies understand what attributes matter most to customers — and in what way. Meet the minimum requirement for all of the must-be attributesAdd value with the one-dimensional attributesInfuse a few attractive attributes to really enhance the experienceMake sure that you’re not investing in any indifferent attributes or creating any reverse attributes. The bottom line: Not all customer preferences are equal. 10 Customer Experience Resolutions For 2011. What The Heck Is Customer Experience? Don’t Confuse Customer Service With Customer Experience.