Customer ExperienceDeveloping performance through

80% of companies think

they give superior service but only 8% of customers

believe they deliver

70% of buying experiences are based on how a customers feel they are being

treated

90% of unhappy

customers will not willingly do business with

you again

Today’s Focus Selling Smart Boosting sales by asking the right questions & developing depth of connection

Gaining Priority. Ensuring your store is first choice in an increasingly competitive market

Goodwill & Advocacy. ‘WOW’ people – creating customers that crave the experience your store delivers

TrendsWhat’s influencing

consumer behaviour?

Customer Experience

What this means & why it’s so important

Maximising Opportunity

Lifting sales & goodwill

Customer Groups

Responding to key customer groups

Make a Difference

Your part in improving performance

Goal SettingDeveloping a personal

action plan

Todays Agenda

Shopping & Service Trends

• Consumers are highly purposeful • Consumers have the knowledge • Value quest but price isn’t everything• Convenience & availability is vital• There are more influencers • Loyalty is increasingly fragile

Where are the ChallengesHere’s what businesses shared with us…

Lack of great experience benchmarks

Disconnect between belief & delivery

Familiarity distracts from great service

Inconsistency across teams

Store environments need some love

Customer Experience

Choice in Shopping Channels

Service Beyond

Expectation

Genuine Warmth &

Appreciation

Stores that Attract & Inspire

Product Customers

Want

RecognisedValue

Proposition

Customer Experience

Making the DifferenceExceptional customer experience is transformational

• From Chore to enjoyment• Makes your store truly stand out• Creates a vibrant environment• Easy selling to people that ‘love

what you do’

Commercial NecessityWhy customer experience is so important

• Selling more to those that visit • Meet or exceed sales budgets• Encourage customer loyalty• Create customers as advocates• Ensuring profitability in all we do

Customer Experience Basics

Approach

Body Language

Communication & Conduct

ApproachA warm welcome, making good eye contact & always being the first to speak!

Body Language

Open, interested & engaging through stance, focus, arm positioning & friendly gestures that demonstrate your attention for the customer.

Communication & ConductEncouraging conversation builds rapport , respect, connection and relationship. The way you work & relate in the store is always on display & subject to scrutiny.

Success FundamentalsKey metrics that drive performance

1. Average sale value

2. Add-on sales achieved

3. Weekly sales to budget

4. Online connection

The Hunter & Browser The Future Customer The Loyal Customer

Hunters & Browsers Converting the largest potential customer group

• Visit often but shop less frequently• Shopping is often a pass-time• May be shopping to a budget• Often looking for inspiration• Need compelling reasons to buy

Hunters & Browsers Converting the largest potential customer group

Keep your store & offer changing Ensure any deals are clear & visible Benefit from inspiration Can often be swayed by impulse Will ultimately spend elsewhere so

“make it yours”

Loyal CustomersDedicated customers drive the largest proportion of sales

• Want to be treated specially• Appreciative of relationship• Trust in judgment & advice• Welcome sharing views to help• Value priority opportunities• Are your best advocates

Loyal CustomersDedicated customers drive the largest proportion of sales

Understand & respond to needs Recognise & welcome them back Your knowledge must differentiate Make them part of key decisions Showing priority builds goodwill Welcome their wider circle

Future CustomersDeveloping our next generation of supporters

• Looking to identify with brands• Want connection & relationship• Often Validate options & choices• Assurance it’s a smart decision• Want to help shape stores’ offer

Future CustomersDeveloping our next generation of customers

Develop your brand story Build depth of relationship Ensure high online visibility Positive online profile & validation Understand need & expectation

Never Miss a Chance!Customers are a precious commodity

Maximise every opportunity Great interactions grow goodwill Never judge customers’ potential People buy from people Happy customers are advocates

Making the DifferenceSmall changes can make a big difference

Focus on achieving the sale Work to build the average sale Suggest complementary products Encourage spending locally

Achieving Positive Change

• What is Gore’s unique personality?

• Can Gore set the standard for customer experience?

• Which sales metrics can you focus on successfully?

• How can you get closer to your customers?

Your most loyal 20% of

customers often make up over 50% of sales

80% of customers are willing to pay

more for superior customer service

100% of those here today have

the ability to make an immediate &

positive difference to sales & goodwill for their workplace

Customer ExperienceDeveloping performance through