Improving the customer experience is about refocusing the retailer on the customer as job #1. KSA does this by, first, understanding the consumer’s expectation and, second, by converting that expectation into an actionable plan which drives business results.
We do this by using strategic frameworks, research and advanced analytics to connect the dots between strategy and execution. We then develop and implement scalable and sustainable selling effectiveness programs, which align the retailer’s organization toward one common goal—maximizing the customer experience within the four walls of the store.
The focus is on transforming task-oriented field and store management into a selling and customer-focused store team. We do this, most typically, through:
- Developing a consumer-driven strategy and the tactics needed to ensure positioning and messaging to the right target consumer
- Defining “one source of truth” for how the corporate and regional teams convert the strategy into an actionable plan
- Clarifying roles and responsibilities so there are clear accountabilities
- Improving hiring, training and management programs to maximize the in-store traffic
- Streamlining operational inefficiencies to reduce many non-selling-related activities
- Eliminating other tasks distracting regional and store management from focusing on the customer as job #1
Our Customer Experience services include:
- Consumer insights and loyalty management
- Selling effectiveness
- Talent acquisition strategy and tactics
- Learning and development programs
- Performance management programs
- Workload management and communication tactics
- Customer technologies in the store and through the web