ResponseTeK:CEM for Retail
- Identify at-risk customers and resolve their issues before they defect
- Quickly identify root causes of customer concerns, before they affect more customers
- Increase the value and immediacy of customer insights by and reducing your reliance on traditional secret shopper and market research
- Identify staff who may need coaching with customer service interactions
- Improve your brand and grow market share by focusing your front-line staff on consistent delivery of customer experience excellence
In today’s multi-channel retail environment, companies are making service their key competitive advantage. Consistent, high quality customer experiences are driving loyalty and advocacy.
ResponseTek:CEM for Retail connects you to your customers’ experiences. Whether they are shopping at your store, interacting with your staff or buying online, ResponseTek:CEM for Retail collects and manages all customer experience information, allowing you to resolve customer issues and drive loyalty.
Actionable Business Intelligence
An industry-leading, on-demand Customer Experience Management (CEM) software solution, ResponseTek:CEM focuses your attention to what matters most to customers, by showing you what aspects of your business need improvement. Linking this improvement information to customer advocacy allows you to make more informed decisions on where in your business you need to focus in order to keep your customers and grow your business.
ResponseTek:CEM transforms the voice of your customer into actionable business intelligence.
Involve the customer
Whether you are focused on customer satisfaction, customer service, or quality of your staff interactions, ResponseTek:CEM listening posts provide your customers a channel to share their experiences with you:
- Text Message / SMS - While in your stores, your customers can give feedback immediately, whether it’s about your staff, products on the shelf, or even your service center. Your organization will quickly understand where you need to improve and which customers need attention.
- Paper-based Receipt – You need to know what your customers think about the service you delivered. What better time to collect the information than when they have just completed a transaction? Prompt the customer to tell you what aspects worked and what didn’t.
- Website – Today, customers expect the same levels of experience on your eCommerce site as they do in your stores. Find out what consumers think about your website, range of products and services, delivery and every other experience that pertains to an online transaction
| Listening Posts | |
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Text Message |
Customers are invited to text their feedback via mobile phone. They immediately receive a response from your company. Try it Now |
 Paper Based Receipt |
Customers are prompted to call a toll-free number via their sales receipt and are prompted to answer a few short questions. |
 Website |
After visiting your stores or branches, consumers can go to your website and provide feedback about the specific location where they recently shopped, providing targeted feedback based on their recent experience |
| A shared or dedicated kiosk positioned in a high visibility location allows every customer to enter structured feedback on any aspect of store operations | |
Integrate the voice of the customer
Customer experiences flow into your organization continuously, and are shared using ResponseTek:CEM Dashboards and Analytics. The voice of the customer is now actionable business intelligence, a transformation process that is the result of:
- Comprehensive reporting, with roll-up operational scorecards for all levels of the organization, right down to the individual customer service representative, providing customer-driven intelligence on top issues and root causes of customer dissatisfaction
- Employee Engagement, ensuring your store managers, agents and technicians see the results of their performance on a daily basis, and are assigned accountability for resolving customer issues or saving at-risk customers.
- Constant Quality Monitoring, allowing you to correct behaviors,identify training opportunities immediately, and continuously pursue excellence and consistency in service delivery to meet rolling performance goals.
Improve your business
When integrated with your customer service processes, customer insights generated by ResponseTek:CEM not only create a shared understanding of the value of customer advocacy on the business, they allow your employees and management to improve the customer experience across all levels of the business:
- Identify customers at-risk, with real-time alerts, action management and issue resolution tools, you can ensure consistent and quality experiences are delivered to every customer.
- Identify ineffective systems and process. ResponseTek:CEM provides supervisors, regional managers and executives with cascading scorecards to identify failing systems and process, allowing them to focus their time and resources on correcting the root causes before it begins to effect the bottom line.
Find out more |
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Attend a web seminar, and find out why and how to operationalize CEM in a retail organization |
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Request a custom demonstration of ResponseTek:CEM for Retail |
For more information about our solutions, contact us:
solutions@responsetek.com
North America +1-604-484-2900
EMEA: + 44 (0) 203-102-5160
