Enhancing the Customer Experience

We help clients develop a thorough understanding of customer needs to enable meaningful customer contact that drives revenue and key sales metrics. To that end, we can assist retailers in all of the following areas:

Customer Needs and Expectations
Our consultants can develop effective programs and processes to increase conversion and drive greater store traffic. We can help define and implement customer-focused operating environments and help segment the customer base to provide better service and needs satisfaction.

The Service Model
SD Retail consultants have extensive experience in creating and optimizing service models based on "Service Equation" analytics. We can assist in defining selling strategies, practices and training requirements in support of customer-facing processes, and help implement processes, systems, change enablement and team-building needed to bring about both the capability to deliver appropriate service and to manage performance.

Development of a Customer-centric Culture
Through a partnership with SD Retail Leadership Group, an organization with more than 25 years of experience in shaping corporate cultures, we can develop the processes required to align all of a retailer's personnel with the needs of the customer.

Customer Service Analytics
We can perform key customer metric analysis to identify performance gaps and opportunities which could lead to store stratification/segmentation strategies.

The "Brand" Promise
Throughout the organization, a common vision of success must exist based on what it is the brand promises. We can help define the brand promise and create best practices at every level within stores, at support centers and within headquarters which are aligned with vision.