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Product Overview
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Solution
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What it Measures
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How it’s Used
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Customer Experience Measurement Solutions |
Mystery Shopping |
In-store performance against client’s internal
standards: customer service, product knowledge, sales
effectiveness, cleanliness, timeliness and more. |
Improve store operations and management. Develop effective
training and incentive programs. Verify execution of promotional
programs. |
| Telephone Mystery Shopping |
On-phone performance against client’s internal
standards: customer service, product knowledge, sales
effectiveness, timeliness and more. |
Improve store operations and management. Develop effective
training and incentive programs. |
| Telephone Call Center and 1-800 # Monitoring |
On-phone performance against client’s internal
standards: customer service, product knowledge, sales
effectiveness, timeliness and more. |
Improve call center operations and management. Develop
effective training and incentive programs. |
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| Revealed
Audit Solutions |
Merchandising/ Image Audits (with or without
digital images) |
Actual store/ shelf layout. Consistency
with store plan-o-gram. Branding/image compliance. Presence
and position of promotional displays. |
Improve compliance with product placement, positioning
and branding guidelines. Verify presence and proper execution
of promotional programs. |
| In-Stock Audits |
On shelf and promotional display stock level. |
Monitor shelf and promotional display inventory. |
| Pricing Audits |
Pricing at various points: sticker, signs and scanned
at register. |
Ensure pricing compliance and accuracy. |
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| Direct
Customer Feedback Solutions |
Web Surveys/ IVR |
Reasons behind customer choices. Customer satisfaction.
Attitudes and perceptions of experience. |
Understand and improve customer experience versus expectations.
Increase customer satisfaction. Quickly identify and resolve
customer complaints. |
| Intercept Surveys |
Reasons behind customer choices. Customer satisfaction.
Attitudes and perceptions of experience. |
Understand and improve customer experience versus expectations.
Increase customer satisfaction. Quickly identify and resolve
customer complaints. |
| Website Evaluations |
Website functionality and ease of navigation. Customer
attitudes and perceptions of website experience including
transactions. |
Optimize website functionality and navigation. Improve
website experience. Maximize sales conversions. |
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| Competitive
Insight Solutions |
Competitor Mystery Shopping |
Competitor performance against client-defined standards:
customer service, product knowledge, sales effectiveness,
cleanliness, timeliness and more. |
Improve store operations and management based upon competitive
benchmarks. Develop effective promotional strategies. |
| Competitor Price Audits |
Competitor price comparison for same or similar products. |
Analyze competitive price position relative to the market.
Develop price and promotion strategies. |
| Best Practice Identification |
Competitor performance and client position against client-defined
standards. |
Improve store operations and management based upon industry
best practices. |
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| Frontline
Training and Learning Solution |
Triggered Training™ |
Features Include: Automated, real-time delivery of training
content directly to associates at locations performing
below brand standards. Optional content-based testing
with pass/fail feedback loops tied to client-defined criteria.
Automated, permission-based reporting. Web-based access
to training content 24/7. |
Quickly improve operations at under-performing locations.
Ensure full comprehension and timely completion of training
material. Reduce total cost of training programs –
employees can review training material when it is convenient
for them with no travel or lost productivity. |
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