Big Box + Mass Merchandise Retail Customer Experience

The mass merchandise/big box sector of the retail industry is dynamic and competitive. A space that has traditionally been dictated by the best price, is now being forced to transition towards Customer Experience in the internet age. We live in a hyper-competitive day and age, where customers have more purchasing options than ever before. That is why it is important that merchandise/big box brands are able to provide value beyond this increased competition.

Focusing on Customer Experience can give your brand this advantage because it will foster longer customer relationships, create more brand ambassadors, and further incentivizes customers to choose you over your competitors.

Big Box + Mass Merchandise Retail Mystery Shopping

Optimally designed and executed mystery shopping/secret shopping programs for mass merchandise and big box retailers can provide measurable and actionable insights. This information can impact your brand’s overall customer satisfaction as well as set you up for greater overall business performance. By catering your Customer Experience measures with Second To None’s advice and information, your brand can establish itself as better suited to serve and provide value to your customer base.

Big Box + Mass Merchandise Retail Voice of Customer

Voice of Customer Feedback surveys can also be valuable for Big Box and Mass Merchandise retailers because it can give you direct access to the thoughts and opinions of your customers.

A properly designed voice of customer feedback survey initiative can deliver a rich set of ongoing insights, including:

  • Post-Purchase satisfaction
  • Analysis of your brand’s ability to form customer relationships
  • Further information regarding the buyer’s journey
  • Ability to manage and compare individual branches of your brand

Big Box + Mass Merchandise Compliance Audits

Sales, Operations and Marketing-focused compliance audits serve a compelling role in protecting brand equity, optimizing key elements of customer experience delivery and mitigating possible risk and liability factors. By doing so, you can gain knowledge regarding your employee’s propensity to remain complicit with industry standards, and allowing you to answer these questions, among others:

Are sales associates following the protocols to which they have been trained?
Do our customers experience our brand in the manner we envision?
Are products and services reliably available, properly priced and accurately demonstrated?
Are our branches uniformly following our brand’s customer experience standards?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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