Your marketing is doing its job driving traffic to your stores and Website—so why aren't sales increasing?
Have you found a way to train, motivate and track suggestive selling that builds average sales per customer, rewards high performance employees, improves profitability, and results in higher customer satisfaction?
The problem with retail is that you can be 90% effective, but the missing 10% will kill you. And you may not be able to identify which ten percent that is.
And because most retailers make 80% of their profit in the 4th quarter—and must staff accordingly—the problem is compounded. Ramping up for sales at that volume means putting green employees on the front line, precisely at the time when you have the greatest number of new customers trying you out—and prior customers returning.
Are your procedures, product support and service systems up to the challenge? If not, a "winning" sales season actually can be a recipe for long-term disaster. Dissatisfied customers might never return—and you won't know why until it is too late.
Your customers know what the problems are—but they're not sharing their knowledge with you. According to The Retail Customer Dissatisfaction Study 2006 — conducted by The Jay H. Baker Retailing Initiative at Wharton — only 6% of shoppers who experienced a problem with a retailer contacted the company, but 31% went on to tell friends, family or colleagues what happened. The study concludes that overall, if 100 people have a bad experience, a retailer stands to lose between 32 and 36 current or potential customers.
Mercantile Systems can help you find your weak points, and design programs that immediately address them. Originally rooted in traditional mystery shopping, over our 50+ years we've created and honed a variety of tools to collect and report actionable data that helps service-dependent companies monitor, manage and improve their operational performance through improving their customer and employee interactions.
We'll identify, audit and analyze all your Customer TouchPoints—from the first call or visit through every interaction. Looking at the customer experience in all its points of impact, we can help you not only understand their needs, but translate that understanding into sound operational direction—to improve process, procedures, infrastructure, hiring guidelines, customer service training and employee recognition programs.
In short, Mercantile Systems will provide you with actionable data to improve every aspect of your customer's experience.
