The Digital Customer

1y ago
4 Views
3 Downloads
6.13 MB
8 Pages
Last View : 14d ago
Last Download : 2m ago
Upload by : Camille Dion
Transcription

THE DIGITAL CUSTOMER:Eliminate the wait to delight customers, improve productivity,and increase sales

About the AuthorCharlie Meyer, Vice President of SalesCharlie leads the North American sales team, which is responsible for all aspectsof sales and leads a team that demonstrates the business value and fit of QLess’software solutions. With more than 20 years of sales leadership experience inenterprise and SaaS software, Charlie brings a wealth of sales and leadershipguidance to the growing company and market. He also possesses a talent forevangelizing new technologies.Prior to QLess, Charlie has held the position of VP of Sales at several start-upcompanies and successfully grew them from birth to acquisition. Charliegraduated from the University of South Dakota with a BA degree in BusinessAdministration.

Amp Up Revenue – Convert Online Browsing to Offline SalesCarla wanted to buy a new sofa. She spent hours researching sofas online, reading reviews,and comparing prices. She narrowed down her selection to a few different models, butultimately, she wanted to know what it felt like to sit on them. She headed to a furniture storewhose website she had studied in depth. Because it was lunchtime, the store was crowdedwith shoppers. She wandered through the store looking for the sofas she had researchedonline but could not find them – although she discovered a couple of throw pillows she liked.She also looked for an associate to help her, but the few that she saw were busy with othercustomers. After 30 minutes, she needed to head back to work. She abandoned the pillowsand left without seeing the sofas. The next day she bought a sofa from a competitor.In the last decade, the world of retailhas been turned upside down. Insteadof walking into a store and browsing,67% of consumers say they researchproducts online before shopping forthem in brick-and-mortar stores.1Consumers have more informationthan ever at their fingertips – productfeatures, competitive products, pricing,and even what friends, family, andtotal strangers think about products.The consumer’s buying options haveexpanded, making it more competitivethan ever for retailers to close the deal.But despite all the growth in onlineshopping, Americans still spend 64%of their shopping budget in-store, and36% online.2From Clicks to Brick-And-Mortar SalesFor most retailers, the holy grail is anomnichannel shopping experiencethat converts online browsing intooffline sales. When a potentialcustomer browses online, retailersknow their full browsing history,their path through the website,where they lingered, what they putin their shopping cart, and whetherthey completed the transaction orabandoned their cart. But todaywhen that same customer walks intoa brick-and-mortar store, they’re ablank slate. Retailers would love toknow the online identity of shoppersin the store so they can betterunderstand their customers, providepersonalized service, and move themtoward a decision to purchase.QLess makes this possible by offeringonline shoppers the option to join avirtual queue to visit the store andmeet with an associate in person –perhaps with the enticement of aspecial offer for doing so. This givesthe store the ability to provide theassigned associate key informationfrom the customer’s browsinghistory, and provide personalizedservice to close the sale.Let Shoppers Browse While They WaitWith QLess, customers no longerspend valuable shopping timewaiting in line. Customers caneither reserve a spot upon arrival,or join the line remotely. Timelyupdates notify customers whenit’s their turn, with the option to1. RetailDIVE, “Why researching online, shopping offline is the new norm,” Sandy Skrovan, May 17, 2. Big Commerce, “Ecommerce Trends: 147 Stats Revealing How Modern Customers Shop in 2017,” Tracey Wallace, ends/reschedule in the event they’re stillshopping. This reduces walk-awaysand extends prime-time revenue.If customers need to wait forassistance after they have arrived atthe store, they can browse insteadof standing line, which often leadsto additional spending. In addition,with QLess, retailers can see when astore has a long wait time and cansend customers to another nearbylocation with a shorter wait.“ Beyond the positive aspects of managing the lineand enabling customersto know their relative position in line, the amazingthing for us is the personalization of the line andthe handling of customers. Gone is: ‘Can I helpthe next available personin line,’ replaced by: ‘Mary,I can help you.’ ”Mike Hills, General Managerof Acton Toyota

Increase the Lifetime Value of CustomersA week later, Carla went to the mobile phone store to have someone fix a technical problem shewas having with her phone, something she preferred to do in person. All of the associates werebusy, and there was a long line. This time she decided to wait it out. Eventually, she got to the frontof the line and sat down with the next available associate. Unfortunately, the associate was a newhire and did not have the expertise to solve her problem. Frustrated, she left negative reviews onsocial media and moved her phone to a different carrier. Several of her friends also decided to moveto a different carrier based on her negative review.Negative reviews can be a deathknell for retailers. One negative review will cost a retailer roughly 30potential customers. This meansthat if a customer spends, on average, 200 on a single visit, that’sa loss of 6,000 for every negativereview – or more if the businesscounts on repeat customers.3 People hate standing in line. And theyreally hate standing in line onlyto meet with an associate who isunable to help them.Associates with the Right ExpertiseDelight CustomersRetailers can turn things aroundand delight their customers by getting them out of line and matchingthem with associates with the rightskills and knowledge to help them.QLess provides virtual queueing socustomers can join a queue froma mobile device before they leavehome. They can navigate their dayand get things done until they arenotified that their turn is coming up.In addition, if customers indicateproducts they’re interested in or ifthe retailer can look at their browsing history, the system can assignan associate with relevant expertiseto directly address their needs.Measure Customer Satisfaction toImprove ItTo increase customer satisfaction,retailers must measure it accurately – and understand the root cause ofany dissatisfaction. Too few shopperscomplete paper or phone surveys,which making the results inconclusive.Meanwhile, systems in stores that asksshoppers to choose a happy face orsad face to rate their visit have severallimitations. They are anonymous, so areview could come from a child, or asingle unhappy shopper could entermultiple negative reviews. These simple systems don’t enable shoppers toindicate what they’re happy or unhappy about or who served them.By comparison, the QLess Surveyfeature collects instant customerfeedback through quick, convenientSMS surveys – providing valuableinsights in order to optimize staffing,identify operational enhancementsand drive improvement to customerservice. The surveys only go toshoppers, not to their children, andthe software knows which shoppersresponded. QLess also knows whichassociate helped the shopper, andthe shopper can text a comment toexplain their rating. That gives the3. D rae Media, “What Does a Single Negative Review Cost You?” Dawn Wigginton, November 26, 2016. tore manager the information towork with any associates who mayhave received a negative reviewand help them improve their futurecustomer interactions. The manageralso has the contact informationof the particular shopper so thatthey’re able to properly addressthe situation. One QLess customerincreased survey responses from 100to 1,500 over the same time periodby switching to SMS surveys.When retailers demonstrate that theyvalue customers’ time, provide theright expertise to meet their needs,ask for feedback, and pro-actively address any issues that come up, theydelight their customers.

Increase the Lifetime Value of Customers (continuted)Expand Loyalty ProgramsOnce a customer is delighted, QLesscan ask them to opt-in to a VIP program to receive special offers. Whilecustomers are typically hesitant togive up contact information for theseprograms, with QLess, they know thatthe retailer already has their phonenumber (which they entered for theopportunity to join the virtual queue).Their only decision is whether toreceive the benefits of the program,so they’re likely to opt in.“ With QLess, we’ve been able to reduce the amount of timepeople must wait in line, meaning far fewer walk-awaysand more business. The QLess mobile solution allows usto bring our staff to customers rather than waiting forcustomers to come to them. By serving our customersmore quickly, we have an opportunity to retain and growtheir business with us – that was impossible before.We’ve found a solution that fits with our vision for being amobile leader.”Global Head of RetailTechnology at Vodafone

Maximize Productivity With Happy, Engaged AssociatesThe furniture store manager was struggling. On most weekdays, the store is empty in themorning, but ridiculously crowded at lunchtime and in the afternoon. Associates either sitaround doing nothing or are stretched to the limit when the store is busy. No one can tell whichcustomers are showrooming and which are there to make a purchase. That makes it hard toprioritize where store associates should focus. Customers who are angry about the wait oftenyell at store associates, and the associates feel like they are set up for failure. It’s no wonderthat the store has a high turnover rate for employees.To improve productivity, a bestpractice is to collect data on whenshoppers tend to shop and improveresource scheduling based ondemand. QLess is not just abouteliminating standing in line. Theplatform also includes analytics thatturn data into useful metrics, makingit a powerful workforce managementsolution – with a real-time dashboardthat shows which associates arebusy and which are idle at anymoment. It enables managers to staffappropriately based on expecteddemand and can also load-balanceby encouraging shoppers to comeduring less busy times or to visit anearby store that is less crowded.This helps maximize staff utilizationwithout having to constantly staff topeak time levels.Dynamically Fill AppointmentSlots to Maximize ThroughputQLess Flex Appointments helpretailers that provide a serviceto fill every nook and cranny oftheir schedule to greatly improvethroughput. It automatically fills timeslots from canceled appointments andappointments that run shorter thanexpected, and it converts no-showsto late-shows by allowing customerswho are running late to movebackward in line, instead of losingtheir place entirely. By keepingcustomers apprised of their waittime on their mobile devices,customers arrive on time, ready togo, so associates don’t need to waitaround for them.More Engaged Employees, LessTurnoverA disengaged employee costs anorganization approximately 3,400for every 10,000 in annual salary.4QLess helps turn that around,too. Store associates can betterserve customers when they havemore information, and that makesthem feel more confident in theirwork. Managers can provide betterfeedback to associates based oninformation from QLess – such astime spent per appointment andcomments about specific associates.When customers are not frustratedfrom standing in long lines, theytreat staff better, leading to happieremployees, increasing employeeengagement, and reducing turnover.4. DecisionWise, “Show Me the Money: The ROI of Employee Engagement,” Reese Haydon. e-roi-of-employee-engagement/“ We beat a national company record performing170 haircuts in one day,and I couldn’t have doneit without QLess software!That is triple the numberof normal haircuts in oneday, and the system ransmoothly.”Drew McWilliams, Owner,Pigtails & Crewcuts, 45 locations

The QLess SolutionWhile researching sofas online, Carla is offered a 10% discount if she joins the online queue tomeet with an associate at her local store. Since she wanted to check out the sofas in personanyway, she joins the QLess Mobile Queue for an in-person visit to the store during her lunch hour.While she’s in a meeting that is clearly going to run over, she receives a text that her appointmentat the store is in 15 minutes. By replying to the text, she can move her appointment a little laterwithout losing her place in line. When she arrives at the store, she is greeted by name and shownthe products that she browsed online by an associate with the relevant knowledge and expertise.Thrilled with the level of service, she makes a purchase and leaves a glowing review on socialmedia. Since the store already had her contact information, when the QLess app asks if she’d liketo opt in to receive special offers, she sees no downside and agrees.With QLess, store management can track how store associates spend their time to help them tobe more efficient. Store associates have information about shoppers who have already browsedonline. This makes it easy to anticipate questions and recommend products that will appealto the customer – and helps associates focus attention on customers with a serious interest inbuying. Without long waits, the stress levels are lowered – for staff and customers alike.Solution»»B ridge the gap from online browsing to offline sales by giving customers the opportunity to schedule time to visit the store andmeet with an associate.I mprove customer satisfaction byeliminating waiting in line, providing personalized service basedon knowledge of online browsing,and providing associates with theright skills to help each customer.»» Learn more from customer satis-faction surveys – what went rightor wrong, and which associatewas involved – and contact thecustomer if there is an issue thatstill needs to be resolved.»G ather contact information onshoppers and let them opt in toreceive promotional material andpersonalized offers.»I mprove employee engagementby providing useful feedbackbased on actual data.»G ive shoppers an easy way to beheard and ask them about theirexperience through SMS surveys. Improveresource schedulingbased on data on store traffic. Increase throughput so that storeassociates can help more customers per day.

Key FeaturesEducation SolutionsCloud TechnologyDashboard»100% web-based and supported by allstandard browsers»A real-time dashboard displaying each queueand location»No proprietary hardware or downloads required,no local servers needed»Improve staff productivity and efficiency with livedata and relevant metrics to optimize workflow»Seamless software updates occur with zeroimpact on your staff»At-a-glance views of what is currently happeningat your locations»Substantial savings of IT costs and time»With a suite of over 180 APIs, we offer seamlessintegration with any software solutionVirtual Queues»Omni-channel queue entry»Students join a virtual queue via your campuswebsite, their mobile phone, or at an on-site kiosk»Timely updates and notifications alert studentsas they move to the front of the queue»Instead of waiting in your lobby, students canwait where they want: in their dorm, the library,or at the campus cafeCalendar»View appointments with day, week, andmonthly-based views»View appointments for multiplelocations simultaneously»Schedule appointments on behalf of students»Filter appointments by location, queue, andscheduled resource»Resource availability management»Flex Appointments seamlessly integrates walk-inswith your scheduled appointments, preventinglong gaps between students on busy days»Collect valuable data such as student name,ID #, and service need»Bi-directional communication connects yourstaff with students waiting in line»Students are updated throughout their wait,controlling expectations and reducing frustration»Students can ask for more time, request statusupdates, or leave the line»Access real-time data for each department andcampus location»In case of emergency, send a campus- widenotification via SMS»Download raw data to Microsoft Excel, Access orCSV formats.»Reports include no-show rates, returnrates, outcome, transaction type, serviceduration, and delay times»Multi-platform availability»Students can download the QLess iOSor Android app with real-time information»Kiosk software for easy self-serve check-inCommand Center»Easily configure your account»Manage your queues per location»Manage employee accounts»Customize voice and SMS messages bydepartment and transaction type— Doug Willis, Dean of Student Development atCollin CollegeFlex AppointmentsInteractive CommunicationApps“QLess technology provides aneffortless way for students to quicklyaccess the services they needwithout standing in long lines.”Tracking and Reporting»View data by hourly, daily, weekly, monthly, yearly»Compare locations and track service throughputSurveys»Collect real-time feedback to know exactly what’sworking and what improvements need to be made»Gather valuable insights to optimize staffing,identify procedural enhancements, and driveimprovement to campus servicesCORPORATE HEADQUATERSCONTACT US150 South Los Robles, Suite 900(800) 405-4637Pasadena, CA s.com

But despite all the growth in online shopping, Americans still spend 64% of their shopping budget in-store, and 36% online.2 From Clicks to Brick-And-Mortar Sales For most retailers, the holy grail is an omnichannel shopping experience that converts online browsing into offline sales. When a potential customer browses online, retailers

Related Documents:

May 02, 2018 · D. Program Evaluation ͟The organization has provided a description of the framework for how each program will be evaluated. The framework should include all the elements below: ͟The evaluation methods are cost-effective for the organization ͟Quantitative and qualitative data is being collected (at Basics tier, data collection must have begun)

Silat is a combative art of self-defense and survival rooted from Matay archipelago. It was traced at thé early of Langkasuka Kingdom (2nd century CE) till thé reign of Melaka (Malaysia) Sultanate era (13th century). Silat has now evolved to become part of social culture and tradition with thé appearance of a fine physical and spiritual .

Dr. Sunita Bharatwal** Dr. Pawan Garga*** Abstract Customer satisfaction is derived from thè functionalities and values, a product or Service can provide. The current study aims to segregate thè dimensions of ordine Service quality and gather insights on its impact on web shopping. The trends of purchases have

On an exceptional basis, Member States may request UNESCO to provide thé candidates with access to thé platform so they can complète thé form by themselves. Thèse requests must be addressed to esd rize unesco. or by 15 A ril 2021 UNESCO will provide thé nomineewith accessto thé platform via their émail address.

̶The leading indicator of employee engagement is based on the quality of the relationship between employee and supervisor Empower your managers! ̶Help them understand the impact on the organization ̶Share important changes, plan options, tasks, and deadlines ̶Provide key messages and talking points ̶Prepare them to answer employee questions

Chính Văn.- Còn đức Thế tôn thì tuệ giác cực kỳ trong sạch 8: hiện hành bất nhị 9, đạt đến vô tướng 10, đứng vào chỗ đứng của các đức Thế tôn 11, thể hiện tính bình đẳng của các Ngài, đến chỗ không còn chướng ngại 12, giáo pháp không thể khuynh đảo, tâm thức không bị cản trở, cái được

Food outlets which focused on food quality, Service quality, environment and price factors, are thè valuable factors for food outlets to increase thè satisfaction level of customers and it will create a positive impact through word ofmouth. Keyword : Customer satisfaction, food quality, Service quality, physical environment off ood outlets .

MARCH 1973/FIFTY CENTS o 1 u ar CC,, tonics INCLUDING Electronics World UNDERSTANDING NEW FM TUNER SPECS CRYSTALS FOR CB BUILD: 1;: .Á Low Cóst Digital Clock ','Thé Light.Probé *Stage Lighting for thé Amateur s. Po ROCK\ MUSIC AND NOISE POLLUTION HOW WE HEAR THE WAY WE DO TEST REPORTS: - Dynacó FM -51 . ti Whárfedale W60E Speaker System' .