Customers expectations and the demands on retailers continue to increase and evolve. Many retailers continue to be fiercely competitive on price, value, and quality. As such brand differentiation becomes more of a challenge. All retail organisations understand that providing a positive customer experience is no longer an option. Surveys clearly show that customer service is a vital point of difference for retailers looking to maximise sales and customer growth. In the past it has been a challenge to understand the relationship between investment levels in customer service and the impact on bottom profit.
Delivering great customer service.
At Sigma we fully recognise that your customer service proposition is one of your main points of difference. We also appreciate that this is an area that needs to be clearly defined, effectively benchmarked and shrewdly invested in, if you are to maximise your true business potential. With a wealth of experience, we can help you define, design and deliver your ultimate customer service model.
Does your customer service proposition leave a lasting positive impression?
A clearly defined and consistently well-executed retail service model whilst not only being a key differentiator is known to deliver benefits such as:
♦ Increased store purchase levels up to 50% more than planned.
♦ Customers are prepared to pay more for your goods and products.
♦ Customer visit frequency can increase.
♦ Customer loyalty and brand loyalty scores are considerably higher.
♦ A key influence on the customer “first thought of” destination and who they choose to shop with.
♦ Recommendations by word of mouth and publicising levels on social media are significantly higher.
Developing a customer-first culture.
Our retail team have extensive experience working in a ‘customer-first culture’ service environment. With a leading principle of putting the customer at the ‘top of the pyramid’. We work with organisations at both strategic and operational levels to help you define a customer service strategy that meets your business objectives, delivering the right ‘fit’ for your organisational culture. We can not only define your strategy, and operational delivery, we can help pull together that vital training and engagement material to ensure consistent delivery.
Customers are recognised as the ‘lifeblood’ of all retailers.
We provide a comprehensive review process to suit your business requirements and scale. From an assessment of the effectiveness of your customer service strategy through to measuring delivery and consistency at a customer level. Our philosophy is to always work back from the customer, clearly mapping this against your current strategy. It is important to understand your organisational alignment and how effective this is in actually delivering your strategy. Having established your “now state” we can help you decide and design your customer-first strategy. A key part of your strategy is understanding what the competition is also delivering and what will be your clear point of difference in the eye of your customer. It is then all about the process, procedures and equipment for operational delivery and colleague engagement.
As implementation specialists, we are there to support you from launch to compliance measurement and review.
Give us a call to find out more about how we can help you.
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