In The Next Generation of Retail…
The most critical component of the customer experience occurs every day when your organization comes face-to-face with prospects and customers. What happens during this interaction is what is commonly referred to as the moment of truth. The moment of truth represents your best opportunity to influence how a customer views, values and ultimately buys, your product or service.
Quantitative data such as customer satisfaction scores or sales figures only paint a fraction of the picture. Until now, to gather qualitative information, a company had to rely on biased, inconsistent mystery shopping or infrequent manager observation. Recordant eliminates the need for third-party involvement and allows each interaction to be recorded, stored and analyzed. The result is near real time access to manageable and actionable intelligence. This information can be leveraged to impact the quality of the customer-associate interaction and ultimately, the bottom line.
Today, retailers rely on biased, inconsistent mystery shopping with antiquated reporting capabilities and little or no relationship to ROI. Recordant's Moment of Truth Intelligence™ solution suite offers unparalleled access to the qualitative nature of the actual interaction between a potential customer and an employee. The result is next day access to manageable and actionable intelligence retailers can use to understand and impact the quality of the employee-customer interaction and, ultimately, their bottom line. Recordant is defining an entirely new retail technology sector with Moment of Truth Intelligence™, automating what is impossible to perform manually.
- Capture Voice of Customer for every interaction
- Gain valuable insight into customer motivations and complaints
- Evaluate associates based on a broad section of interactions versus sporadic mystery shopping reports
- Convert more shoppers into buyers by leveraging real-world best practices
- Refine and reinforce training based on associate’s need; bad techniques are corrected before becoming habit
- Ensure constant utilization of successful sales techniques
- Understand customer types and tailor sales approach accordingly
- Allow management to measure results on a granular level or across an enterprise; utilize benchmarking to ensure company-wide success
- Utilize web-based daily dashboard to gain anywhere, anytime access to interactions and intelligence from all store locations
- Ensure employees make the offer, cross sell and up-sell resulting in higher average ticket and more sales transactions