Retail

Luxury Retail Customer Experience

An optimized Customer Experience is vital to luxury retailers because the average customer for these products expects a certain level of service.  Brands within this space must have the ability to match this expectation, and that means that luxury retailers must be making efforts to learn more about what customers desire.

Specialty retailers performing well are those that use this information in an effective manner, therefore establishing great customer service, quality of product and overall value provided to the customer.

Luxury Retail Mystery Shopping

By employing Mystery Shopping programs, those in the luxury space can unlock these valuable insights, and in-turn create the best possible Customer Experience.  Second To None’s can help luxury brands effectively collect, assess and report the information collected, so that your luxury retail brand is equipped to provide the kind of value that these customers desire.

Luxury Retail Voice of Customer

Voice of customer feedback and sentiment is essential information that can help to unlock insights into how luxury retail brands are operating on a daily level.

A well designed voice of customer feedback survey for luxury retail brands will result in:

  • Information about overall employee performance
  • Improved relationship between your brand and its customers
  • Key insights regrading the way people perceive your brand
  • Comparative data between individual store locations

Luxury Retail Compliance Audits

Compliance Audits can help ensure that your luxury retail brand is complicit with industry standards and is maintaining consistent brand equity, as well as provide valuable insight about your competitors. Luxury retail compliance audits objectively can reveal valuable information regarding your customer satisfaction, allowing you to answer these questions, among others:

Are sales associates working to provide the best value to our customers?
Do our customers perceive our brand in the manner we envision?
Does each store uphold brand standards related to appearance, merchandising, displays, etc.?
Are we making sure to monitor the regulation of any products that require this responsibility?

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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