Customer Engagement Improvement Services

Whilst financial statistics are the measure of company growth and historical trends they do not provide the primary information every business needs to grow, on subjects including:

• How the perception of your brand is affected through the in-store service you provide
• A customer’s willingness to stay loyal to your company; a great indication of future stability and growth
• How service varies across your regions and stores and what the causes and effects are that influence sales revenue patterns

Differentiation is critical for any retailer to improve its market share through greater competitive edge. Whilst companies can differentiate through products, prices, promotions, and logistics, it is differentiation through service quality that truly adds long-term rewards for any business, through increasing customer loyalty and implementing more ‘intangible’ ways of working that are difficult for competitors to imitate.

SWL Group is providing greater differentiation for its customers through the provision of Customer Engagement Improvement Services, which focus on many in-store experiences including: access, reliability, credibility, security, understanding, responsiveness, courtesy, competence and communication.

SWL combines surveys with customers to find out WHAT is most important to them, and then measures operational performance in these areas through mystery shopping.

Differentiation is then achieved in those areas that are of most importance, while resources are not wasted improving service quality levels in areas that are unimportant to customers. The result is the achievement of both EFFECTIVENESS and EFFICIENCY in the enterprise service operation.

SWL Group = Added Value

• Our people are proven in successfully delivering measurable benefits for businesses from all sectors including Tesco, Co-op, Sainsbury’s, DSG, Shell Retail, Selfridges, WHSmith and Somerfield
• Utilising Six Sigma methods and analysis, we recommend how to reduce variability from retail operations to ensure a positive and consistent customer experience
• We use only dedicated retail experts with a breadth of skills and expertise in business improvement and measurement techniques, giving you more sophisticated measurement and recommendations than standard mystery shopping and exit survey suppliers
• We utilise our own web-based software for quicken data entry, improve data integrity, and provide fast and meaningful reports on what’s most important for your business
• We deliver revenue benefits and faster programme return on investment, through recommendations for tactical and strategic service improvements which are then measured in-programme

Call the SWL team on 01789 766799 with your questions or to arrange for a no-obligation Customer Engagement Improvement business proposal.