Can omnichannel retail be (really)Customer Centric?

Make Business Customer Centric

Can omnichannel retail be (really)Customer Centric?

Enabling Customer Centricity, one transaction at a time, one customer at a time, one employee at a time.

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Established and Growing300+

businesses

14,000,000+consumer responses

15,000+Reviews & Referrals

Customer Portfolio

● 4 Countries (GR,CY,BG,RO)

● 6 Retail Industries (Omnichannel, Food, Travel, Banking, Insurance, Energy)

Today’s Inspiration

Motivation Ability

Customer Centricity

beats price and product

Gen-Zs feel like talking (more)

Source: Global Web Index, Q4 2020, Online purchase journey across generations

It is the promise of this human interaction that customers are willing to pay a premium for and may also fend off the urge for customers to go price-shopping

““

Feedback Challenges YOU are facing

“It is hard to setup feedback, I am not sure what to ask and how” “feedback is the same

with complaint, I already have enough of it”

“Customers don’t care to give feedback” “I do get a feedback report

once per year, what more should I do?”

“I cannot ask stores to collect feedback, they are

there to sell” “Feedback needs people and we are already packed

with tasks”

What are the important moments?

Browsing the e-shop

Checkout moment

Online Moments

Store Pick Up

In - Store Services

In Store Moments

Offline Purchases

Home Delivery

Returns

At Home Moments

On the moment Right after the moment

After Delivery Feedback

Primary KPIs NPS, CSAT

Customer Performance Indexes (CPIs)

Shipping time,

Condition of Products,

Packaging,

Customer Service

Customer HappinessActual vs Expectations,

Would you buy again?

Open Text Tell us anything

Open the discussion and personalize

Let them know how much you care

Consumers Do Engage

18%Our Average

Response Rate for named responses

8-10%

Market Average Response Rate you can get by sending emails

22%The Engagement

Rate is high, proving that

customers will act

Source: Bain and Co, Closing the delivery gap

Close the gap

● No Single View of the Customer

● Siloed Data, not accessible from the organization

● No insights that can lead to action

● No time to analyze and provide guidance

● Customer’s identity cannot be resolved across the journey

Break silos

“When employees are accountable for CPIs they are motivated to help customers achieve the

customer’s desired outcome”

Alignment with your people

Democratizing Feedback works!

Source: e-satisfaction.com Data,

When more users have access to feedback, NPS is better!

Store Manager view

Store NPS

Company NPS

Segments and Actions

Customer feedback calls for action, this is what our alerts panel is doing, converts feedback to tickets

Configurable status to track progress

Notes are taken where each ticket is managed

Segments are marking each ticket for better

prioritizing

Outbound customer service….made easy

Each

laye

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as d

iffe

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s

C-Levels and Directors

Needs a holistic view and KPIs

Customer Facing Teams

Need actions

ManagersNeed control

C- Level Management

● CX dashboard that management will use to see what experience is being provided across the organization

● Monthly report with key CX metrics that demonstrate how CX is trending across the organization

● Instantly bring voice of the customer to every level of organization and build a customer centric culture

Different views for different rolesField Operations

● Store level CX metrics with the inclusion of private organization benchmark

● Ticketing panel where individual customers’ feedback is managed and actions are taken

● e-mail alerts that helps prioritization when something goes wrong

How do your stores perform...

Key dimensions of their experience

● Products: Prices and Variety of

products

● Service: Courtesy of Employees,

Service Time, Knowledge of Products

● Store: Store atmosphere

TEMPLATE

Topics that are discussed

45.7% 8.6%10.6%15.4%19.4%

Topics in Stores Comments

*number of comments from each topic

Now you know...

e-satisfaction.com