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Page 62 DECEMBER 2017 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Shopper Services

These are firms who

provide a comprehensive

program of purchasing

your product

or service offering and

reporting back to you

on their findings. This

service can be invaluable at helping you spot

major and minor problems in your delivery,

and a variety of employee-related problems

you might be unaware of in your operations.

Some firms will even provide mystery shoppers who

reward your employees for superior

service on a surprise basis.

Customer Perspective Audit

One of the most comprehensive techniques to

understanding the total of your customers'

perceptions is to have a "customer perspective

audit" conducted. This analysis begins with

your pre-sell messages (advertising, packaging,

promotions, etc.), and continues through the

entire customer relationship process to the

post-sell follow-up. The CPA usually begins

with a comprehensive audit/check list which

goes item by item through all point of encounter

interfaces with the consumer. Conducted

properly, this process may impact

everything from your advertising to your

billing and sales procedures.

Start.

Grow.

Repair.

Our specialty is helping small and

mid-sized businesses achieve success.

Contact us for free consultation.

1-800-433-7002

info@forumba.comwww.forumba.com

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