Retail Booster
This employee-specific customer survey module of Insight Builder enables organizations to quickly and precisely track gaps in frontline CX performance to the exact employee who delivered the service. Feedback on individual CX delivery across the organization strengthens employee accountability for CX and informs training needed to consistently meet service standards.
When Frontline Employees Fail to Take Accountability, the Quality of the Customer Experience Suffers.
Why Retail Booster?
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CAPTURES FEEDBACK
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IDENTIFIES UPSKILLING OPPORTUNITIES
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FOSTERS OWNERSHIP
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ASSESSES SERVICE STANDARDS
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ENABLES REDIRECTION
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ALLOWS FOR RECOGNITION
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PROVIDES RESOURCE
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MEASURES AGAINST KPIs
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FOCUSES ATTENTION
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INFORMS COACHING
What Results Can You Expect?
Here are the outcomes our clients experience with RETAIL BOOSTER:
- Boost Accountability
- Gauge Managerial CX Commitment
- Prevent Brand Erosion
- Pinpoint Areas of Service Deficiencies
- Sustain CX Awareness
How Does Retail Booster Work?
Retail Booster includes in your customer surveying frontline employee-specific questions to gauge individual CX performance from Voice-of-the-Customer feedback. In the EXP Actionable Analytics Portal, feedback is turned into real-time analytics categorized and calibrated by employee, branch/channel, and manager, enabling prioritized attention to recognize strengths and coach to higher levels of CX performance. Analytics cascading from organization-wide perspectives to the individual on the front line encourage ownership of the CX at all levels.
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We value our long-term partnership with Support EXP in delivering a great member experience across all parts of our business. They continually innovate and advance their solutions to meet our changing needs and objectives.
– Joe Mattera, Chief Retail Officer, Honda FCU
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Let’s discuss how we can support you.