Get your all-access season pass to all courses with a PRO subscription. Save 40% through June 13 with code GOAL.
Become a Member
Post a Question
Quick Start Guide
Real-World Education for Modern Marketers
Join Over 600,000 Marketing Professionals
Ask your question ... sign up today! It's FREE!
Just for Fun
Search more Know-How Exchange Q&A from Marketing Experts
This question has been answered, and points have been awarded.
Customer Journey In Retail Stores
5/2/2019 at 6:56 AM ET
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".
5/2/2019 at 9:06 AM
Give people entering the store with a +1 a different type of token.
5/2/2019 at 9:28 AM
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.
5/2/2019 at 8:44 PM
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.
5/3/2019 at 7:05 AM
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.
5/20/2019 at 11:28 AM
I am closing this question since there hasn't been much recent activity.
Thanks for participating!
BACK TO TOP
Post a Comment
Forget the Funnel: Join the Buyer's Journey With Lifecycle ...
by Julia McCoy
Social Media Image Sizes in 2019 [Infographic]
by Vahe Habeshian
Nine SEO Trends to Keep Pace With in 2019
by Vahe Habeshian
The No. 1 Rule and Four Essential Parts of High-Converting B2B ...
by Rachel Foster
10 of the Best Social Media Monitoring Tools for Every Business
by Aleh Barysevich
See more marketing articles »
MarketingProfs uses single
sign-on with Facebook, Twitter, Google and others to make subscribing and signing in easier for you. That's it, and nothing more! Rest assured that
provide your social data to 3rd parties
contact friends on your network
post messages on your behalf
interact with your social accounts
Your data is secure with