As markets continue to change, new generations of shoppers are re-establishing their customer satisfaction priorities and store selection criteria.
“Service” is perhaps the most dynamic element of the retail mix. There is a wide range of shopping options available. With their varying orientations towards service, shoppers can choose whatever level of service the need, or desire by project type or even product.
This session will explore the changing definition of service and its role as a value component of your brand.
This information packed session will cover:
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The expanding definition of service
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Evolving service expectations by:
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Generation
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Customer type
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Demographics
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Gender
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Type of store
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Personalized/engaged vs. self-service
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Meeting “at the store” service needs
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Special services
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Online service
This session is a must for management and other key staff in contact with customers.