There’s no doubt about it. Today’s shopper is the connected shopper. A few taps on the phone and you can research, compare and buy almost in an instant.
So why would one go to a bricks and mortar retailer anymore? Whilst a ’digital first’ approach by retailers is obviously an important ingredient in modern retailing, many would argue that the most important asset is still non-tech. We are humans after all. And humans crave human interaction.
It’s the team member, sales assistant, store manager, customer service representative and advisor – the frontline team. And when a human experience is good, the overall perceived value of the experience skyrockets.
So how does that human experience get measured? The familiar adage “what gets measured, gets done” remains relevant to the current retail market and one of the most reliable, objective and consistent methods for measuring employee compliance to training standards today is still good old mystery shopping.
Humans connecting with humans. It’s the most valuable source of information you can get. And you can get it right here, with us.
Just ask us how.
Katie Miles, Managing Director
The Realise Group has all services that your business require to understand their Customer and improving their performance such as: Voice of the Customer, Retail Audit, Net Promoter Score…and more. Contact our expert team to discuss.
Supercharge Your Mystery Shop Program
Using new reporting enhancements to resolve problems, not just uncover them.
While there are countless front-end technological innovations to improve the shopping experience for your customers, often the HR and training processes are in the dark ages and improving staff performance is in the ‘too hard’ basket. Finding a solution that is intuitive, user-friendly and reliable is key.
Gone are the programs of old which were labour intensive, inflexible and difficult to analyse. Mystery shopping reporting dashboards of today are interactive, personalised, customised, real time and mobile friendly. A great program doesn’t just uncover the problems, it helps resolve them.
Kaizen Action Plan
The Japanese word ‘kaizen’ means ‘change for the better’. The everyday use of Kaizen can be applied as a one-time or continuous improvement across many different industries and in the retail space, it can be acknowledged as the perfect mantra for mystery shopping.
The latest reporting development in the mystery shopping world, is Kaizen Action Plan which allows retailers to plan, execute and review via an automatic scheduling process. The plan also enables retailers to follow up on tasks, track progress and resolve issues. As the name suggests, the Kaizen Action Plan is actionable, measurable and can be used to tailor coaching towards assisting employees, the ultimate brand ambassadors, to improve on their performance.
Kaizen Action Plan is time and cost efficient. Automation creates an action plan for a survey based on low scoring or non-compliant survey elements, ensuring that insights are turned into actions in every store. Regional and/or store managers have visibility to action items for which they are responsible and can then confirm remediation plans for dealing with any issues related to those answers.
Sample Dashboard National View
Like all business metrics, it’s not just about collecting the data – it’s what you do with the data that counts. Kaizen Action Plan enables you to automate continuous improvement to your frontline, ensuring you supercharge your mystery shopping ROI for minimal effort. Now that’s a game changer.
Article originally published in ARA Retail Voice Magazine, written by Kate Gorman, National Account Director - The Realise Group.
SOCIAL MEDIA REVIEWS MONITORING IS HERE!
33% of companies aren’t monitoring what is being said about them online. Are you one of them?
Automatically collect and report on customer reviews online from Facebook, Google, Yelp, TripAdvisor and over 50 other social media and review sites.
Responding to reviews is a great way for business owners to add a helpful comment to a user’s review. Responding to reviewers’ concerns shows that you value their feedback and that you’re always striving to improve.
Our Social Media Reviews Monitoring automatically collects location-specific reviews from over 50 sources and this data can be incorporated into your mystery shopping dashboard, delivering even more meaningful insights simply and efficiently.
HOW DOES IT WORK?
Your social media data is poured into the familiar Shop View format with widgets providing easy to interpret information on your social media positioning.
KEY BENEFITS:
Social Media Awareness: Never miss an online review
Quick Feedback: Deliver responses to online interaction with your brand quickly
Online Consistency: Keep your company details and information up to date on every platform quickly and simply
Social Media Best Practice: Quick reponses to social media gain a better ‘Best Practice’ score
Competitive Intelligence: Use the data to understand your competitors strengths and weaknesses
Get in touch to find out more about Social Media Monitoring and how this valuable service can be integrated into your Mystery Shopping Program.
FIELD AGENT REPORT
Millions of Aussie kids started the 2019 school year in the last month. While you may have seen a flurry of posts on social media by parents showing their smiling kids in school uniforms, we wanted to check in on the ‘behind the scenes’ action of the humble lunchbox.
Field Agent Australia surveyed parents of primary school aged kids (Grades 1-6) from around the country to get the low-down on school lunches, from planning through to shopping influences and everything in between.
This can be an overwhelming time for parents who are desperate to pack the ‘perfect lunchbox’ which is a mix of good nutrition, meeting school regulations and something the kids will actually eat! Here’s what we found out from 475 Aussie parents who are busy shopping for and packing school lunches in 2019.
