PRLog - March 3, 2014 - What a Week! Five solid days of action at the HappyOrNot stand. Lots of interesting meetings and discussions with great people and decision makers from all over the world, and an extremely interesting and discussion generating keynote from our side on the topic "An Easy Tool to Track a Very Important KPI: Customer Satisfaction (Dixons, Carrefour, Delhaize)".
Euroshop itself was a massive extravaganza with 109,000 visitors from 110 countries. 17 halls full of everything concerning retail, from total floor to ceiling shop fitting solutions to wheels of shopping trolleys. And everything in between, including a killer customer satisfaction measuring service from Finland.
Optimism was the leading feeling of Euroshop. After an uncertain business outlook, retail companies and their partners came to Euroshop with a lot of optimism. Retailers’ current high propensity to invest gave rise to justified hopes for a positive outcome of the trade fair, and, actually, those high expectations were surpassed over the five day event.
Two aspects stood out from others at EuroShop 2014: the staging and emotionalising of the shopping experience with innovative shop fittings and solutions, and integrating and linking various sales and marketing channels like shops, web, and mobile business with the latest technologies.
This said, it is easy to find customer satisfaction as a big part of shopping experience. Huge and visually impressive shop fittings are one thing, but you can never underestimate the value of good and friendly service. It’s very much in the store personnel’s power to give the customer the wow-effect with their shopping experience and make them feel important. It is quite easy to motivate staff to serve each customer as an individual and with a personal touch, and a smiling face and friendly approach is what makes the difference, and when the service person sees the results themselves, it is easy to keep on smiling. Retailers and other companies need to give their customers a means to voice their opinion in such a way that doesn’t require extra effort or time to do so.
But how to get instant feedback from a large amount of customers, is it even possible? Yes it is! HappyOrNot® has a solid track record in getting huge amounts of real-time feedback from customers in the easiest way imaginable. With HappyOrNot, our hundreds of long-term customers such as Carrefour, Dixons Retail, Heathrow airport, and others, have collected over 50 million customer feedbacks. And that amount is growing by more than one million per week!
There are two things that really matter:
· Make it as easy and as anonymous as possible to give feedback. When a customer doesn’t need to fill in forms or commit to more than 1-2 seconds of their time, the amount of received feedback multiplies significantly.
· Use the results to improve. Exposing the results to everyone makes it meaningful to everybody, both the staff and the customers. Results can be used as a KPI for measuring internal service performance and also rewarding staff. This way, different size stores or territories can have a comparable KPI which leads to 100% commitment for the best service.
With this approach, everybody wins. The company wins by gaining more satisfied customers, and it’s already been proven through many statistics that satisfied customers spend more. The staff wins through having a measurable customer satisfaction KPI, making their work more fulfilling with the possibility to be rewarded according to the KPI. And last but not least, the customer wins by getting better, friendlier, and more professional service.
As Jack Welch has said: “The three most important things you need to measure in a business are customer satisfaction, employee satisfaction, and cash flow. If you’re growing customer satisfaction, your global market share is sure to grow, too. Employee satisfaction gets you productivity, quality, pride, and creativity. And cash flow is the pulse - the key vital sign of a company.”
Director, Sales & Business Development
HappyOrNot is currently being used by over 300 retail and service chain organizations across 30 countries. Our clients include Dixons Retail, IKEA, Carrefour, MIGROS, OBI and several other international and global industry leaders. Please visit www.happy-or-
+358 400 484 537
+358 400 484 537