Question

Topic: Strategy

Customer Journey In Retail Stores

Posted by apeksha_d20 on 5/2/2019 at 6:56 AM ET 25 Points
So, I am working for a company who has many retail stores where service is provided. The customers entering the store are given a token number so that they can come to the service desk when their number comes up. I also have various engaging activities happening in the store which can influence the customer to avail more high value services from me. So what I want is that, the customer's who have a +1 coming with them that is they have someone with them, I want to engage that extra person in those activities so that later on that extra person can influence my customer's mindset. But how do I keep a check on which customer came with a +1 or not? And how do I ensure that the employees of my store are engaging the +1 or not? Please suggest any process/ tool that can be used to keep a check on this and ensure "+1 engagement".
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RESPONSES

  • Posted by Jay Hamilton-Roth on 5/2/2019 at 9:06 AM Accepted
    Give people entering the store with a +1 a different type of token.
  • Posted by Josephisaeminemfan on 5/2/2019 at 9:28 AM Accepted
    I would do what Jay Hamilton-Roth said in the previous comment. In my opinion that's best thing to do.
    Or every time that someone comes up with a token just mark the token with something so that it stays so then you can just check off by the token if they have already come or not.
  • Posted by dubois on 5/2/2019 at 8:44 PM Accepted
    If your walk-in customers have to take a number to get service, then your staff is too busy to do the upselling and tracking that you want.

    In a small retail space where person A has come to do business, and brought person B with them, person B influences A's decisions anyway. I'm not convinced you could get a satisfactory delta from any additional investment in doing what you described, until staff has more time to talk to customers. I'm a B2B guy but I believe the only real advantage retail has over e-commerce is human interaction. Try that first.
  • Posted by apeksha_d20 on 5/3/2019 at 7:05 AM Author
    Thank you for your replies. But, just to clarify a few things- we provide a token to every walk-in customer to keep a track of what kind of service that customer has come for.
    The company I am talking about is a telecommunications company.
    If a customer has come for a network related complaint or a bill issue, apart from solving that issue, I also want to upsell and upgrade their services to increase my revenue. Hence, I am looking for giving an engaging experience to the +1.
  • Posted by Shelley Ryan on 5/20/2019 at 11:28 AM Moderator
    Hi Everyone,

    I am closing this question since there hasn't been much recent activity.

    Thanks for participating!

    Shelley
    MarketingProfs
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