Customer experience has become somewhat of a buzzword in recent years. But that certainly shouldn’t detract from its importance.
When market research firm, Forrester, compared five pairs of companies – in which one had a significantly higher customer experience score than the other – the company with the higher score outperformed the other company in every single pair. The customer experience leaders also averaged 14% higher growth than the other companies.
But what does that mean? How should we define a great in-store experience?
To achieve great experiences, retailers need to provide shop-floor teams with appropriate conditions to be able to deliver outstanding service. A workforce management tool plays a significant role in unlocking this potential.
This report on workforce optimisation and customer experience outlines: