{"id":174,"date":"2017-09-29T08:09:36","date_gmt":"2017-09-29T08:09:36","guid":{"rendered":"https:\/\/live.21lab.co\/glb\/\/?p=174"},"modified":"2017-10-19T09:53:32","modified_gmt":"2017-10-19T09:53:32","slug":"how-big-box-retailers-can-create-a-world-class-experience-in-retail","status":"publish","type":"post","link":"https:\/\/live.21lab.co\/glb\/how-big-box-retailers-can-create-a-world-class-experience-in-retail\/","title":{"rendered":"How Big Box Retailers Can Create a World-Class Experience in Retail"},"content":{"rendered":"<p>Not many businesses understand the adage that \u201cgood news travels fast and bad news travels faster.\u201d In today\u2019s digital and mobile era, any experience \u2013 good or bad \u2013 can travel globally in seconds. \u00a0For retail brands, the market is a high-stakes game of exceeding customers\u2019 expectations.<\/p>\n<p>Brands that impress their customers boost retention rates and drive their revenue higher. In fact, raising customer retention two percent can produce revenue equal to a ten percent cut in costs.<\/p>\n<h4>Stop making customers jump through hoops<\/h4>\n<p>High-touch customer service programs look beyond single touch points. They focus on the end-to-end experience. That means taking a holistic view of the customer journey. Why? Because just one negative contact can taint an otherwise positive experience.<\/p>\n<p>So, how do you create a world class customer experience in retail? You need to embrace these key elements:<\/p>\n<ul>\n<li><strong>Deploy a flexible and scalable workforce<\/strong>. This ensures that customers have a good experience no matter when they interact with your brand. This is critical in the retail industry with its huge increase in traffic during the holidays. Top retailers raise their staffing by two to three times during this period.<\/li>\n<\/ul>\n<ul>\n<li><strong>Create a first-call resolution rate of 90%\u00a0<\/strong> or higher. Imagine a customer has a technical issue with their TV. They call the retailer they bought it from. The retailer suggests calling the manufacturer directly. The manufacturer points them back to the retailer and even the cable provider.<\/li>\n<\/ul>\n<p>At this point, the customer returns the product out of frustration. Your bottom line suffers and your brand takes a hit to its reputation. You can avoid all of this just during the customer\u2019s first call.<\/p>\n<ul>\n<li><strong>Implement behavior-based training<\/strong>: An expert workforce can get you close to a 90 percent first-call resolution rate. However, managing to a metric won\u2019t get you beyond the goal. Breaking through requires teaching each agent the skills that \u201cwow\u201d customers. More important is instilling an outspoken boldness in your representatives. They need to feel rewarded for reporting <em>broken<\/em> <em>tools, processes and policies<\/em>. Fix what\u2019s broken and you\u2019ll drive beyond 90 percent.<\/li>\n<\/ul>\n<h4>Ensure customers only have good things to say<\/h4>\n<p>Your customers talk about your brand whether you see it or not. In fact, 87 percent of them will share positive interactions\u2014and 95 percent will share their bad ones. In short, high-touch customer service retains and attracts new customers through word of mouth.<\/p>\n<p>Making the investment in high-touch customer experience is a must. It\u2019s vital than ever in today connected, digital world where one bad contact can go global.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Not many businesses understand the adage that \u201cgood news travels fast and bad news travels faster.\u201d In today\u2019s digital and mobile era, any experience \u2013 good or bad \u2013 can travel globally in seconds. \u00a0For retail brands, the market is a high-stakes game of exceeding customers\u2019 expectations. Brands that impress their customers boost retention rates [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":177,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[9,11],"tags":[23,5],"class_list":["post-174","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-news","tag-retail","tag-world"],"acf":[],"_links":{"self":[{"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/posts\/174","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/comments?post=174"}],"version-history":[{"count":0,"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/posts\/174\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/media\/177"}],"wp:attachment":[{"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/media?parent=174"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/categories?post=174"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/live.21lab.co\/glb\/wp-json\/wp\/v2\/tags?post=174"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}