Matt Starnes Manager Client Services The battle for consumers’ minds and wallets just got even more intense with fewer customers in the marketplace demanding more from retailers, restaurants, and service providers. On a competitive landscape where price and selection can be relatively even, what can make you different? Brand loyalty is hard to capture even in better economic times, but now it is as elusive as a good day on Wall Street. Cost cutting is rampant, including for those things most large chains see as not necessary for survival like advertising, training, and a focus on customer service. However, these are the very things that can create differentiation and build or maintain brand loyalty.

Matt Starnes

Instead of cutting these resources, a prudent corporation looks to reduce expenses and realizes the investment in differentiation. Most important of these differentiators is the consumer experience. A customer begins scrutinizing your brand as soon as he or she enters the facility. There could be major opportunities for your brand to make a stunning first impression:

1. Clean restrooms – Customers will feel much more confident in purchasing from your brand, especially food items, when this area is carefully attended to.
2. Keeping dressing rooms, shelves, or other areas organized – Associates should always make this a priority so that wares are always presented in a polished manner.
3. Parking lots free of litter and debris – This is your chance to make a first impression so make it positive.
4.  Maintaining consistent merchandise levels – Don’t disappoint customers; remain vigilant when in comes to keeping popular items in stock, assuring them that you always have what they need.
5. Employee appearance – Associates, cashiers, and all other staff should have uniforms and nametags on as dictated by company policy. Employees should be easily identified by customers.
6. Efficient transactions – Ensure customers are given proper attention in line and that prices are consistent; these efficiencies give customers another reason to trust your brand.
7. Excellent customer service – The interaction between customers and employees is a crucial moment. A positive interaction goes along way to building brand loyalty.

These are just a few examples of how to strengthen the relationship your brand has consumers. Although, you cannot control what your competitors do or the impact of the economy, there is a way to control these seven components: a customer experience evaluation program. Mystery shopping and complementary, reinforcing employee awareness campaigns and training can translate into real differentiators for your business. Mystery shopping can gauge these seven situations as well as any other processes or procedures that are central to your success. Every program is customized based on client needs, and the results tell you what a shopper actually experiences. This data translates into improvements in customer service, operations, sales, and much more.

Invest in a customer experience evaluation program with Service Intelligence – it can make all the difference.

Click here to learn more about how Service Intelligence can create a program for you today that addresses these seven elements and much more.