It seems that our analogy of the retail customer experience being a game of snakes and ladders really struck a chord with many of you. Thank you for reaching out.
Having your retail sales leaders and teams understand the customer journey and where they are falling down (snakes), or where they have opportunities to fast track the buying process (ladders), seems to be a big gap across different retail industries and sectors. Many of our recent conversations with retailers have been to help them fill this knowledge gap and improve their Retail Customer Experience results.
Retailers are often over-focused on new technologies and improved store layouts, hoping to support and improve the customer journey. However, these changes have not always had the desired effect and it still feels like, as a customer, there is a disconnect between brand aspiration and the end result we experience.
Unless your teams and store leaders really understand the customer journey and all of the touchpoints they can influence with the support of technology, then the interaction will just become transactional. Opportunities will be missed to achieve your key metrics – conversation rate, average order value and basket size to name just a few (see our earlier blog on this topic).
As we have said before, getting a customer into the shop is the hardest thing to do. Once they are inside, we need to be able to deliver an experience that helps them buy (and one they will remember). We believe that a great Sales through Service approach is simply about knowing how to take a customer through their buying journey. The snakes and ladders gameboard/tool provides retail sales teams with the understanding of key touchpoints, ensuring that they have a good conversation with the customer, helping them during the selection phase and supporting the buying decision. All of these will effortlessly move the customer towards making a purchase. The tool is tailored for each customer and we ensure it is supported by psychology and techniques that store leaders can use to really help their teams connect sales metrics to the customer journey, and influence customers’ decision making.
To bring this tool to life and give you, the Retailer, the opportunity to understand where you may be falling prey to the snakes and not using the opportunities to climb the ladders to better customer buying success, we invite you to Imparta’s game of snakes and ladders.
To give you more context, at the end of 2017 we partnered up with Cate Trotter, Head of Trends at Insider Trends, to collaborate on a report highlighting the top 50 retail experiences. After the popularity of the report, we decided to bring the report alive with an event:
This exclusive breakfast event will explore how we can use the insight from the report to drive amazing retail experiences. Chief Product Officer, Nigel Webb, will discuss how to avoid disjointed, revenue-sapping customer experiences that take place when retail teams are not trained to work seamlessly with new technologies, with a game of Snakes and Ladders.
This event is ideal for retail and CX leaders looking to make improvements to their organisation’s retail customer experience. Is this you? Join us on 9 May at 9am at the Museum of Brands, London.
Located in the city of Bhuntar, the Kulu Manali airport essentially serves the state of Himachal Pradesh. Also known as the Bhuntar airport, the runways of this airport are nestled in a deep valley surrounded by exceptionally high peaks, which makes take-offs and landings at this airport a daunting task, even for the best of pilots.
This challenging airport received a new terminal in the year 2008, complete with an extended apron that has the capacity to park 2 aircrafts at the same time. Owned and operated by the Airport Authority of India, the airport is slated to undergo a massive renovation, the cost of which is expected to be close to Rs. 250 crores.
Currently, the airport is served by Air India Regional which offers direct light services to Pathankot and New Delhi. In addition small, regional airlines also offer scheduled flight services to some other destinations of importance such as Chandigarh, Kolkata and Dharamsala.
Kullu to New Delhi is one of the most popular routes from this airport, with a total of 13 weekly flights.
The first flight to leave from Kullu is Air India Regional 9806, which departs at 7:40 AM to New Delhi.
BOSTON, April 12 (Reuters) - Activist investor Barington Capital Group LP has launched a fight for two board seats at machine industry company Xerium Technologies Inc., according to a regulatory filing made on Thursday.
The New York-based hedge fund, which owns 5.05 percent of Xerium, nominated two directors to sit on the company’s eight member board. It named Jared Landaw, the firm’s chief operating officer, and Michelle Applebaum, a former steel market industry analyst, on March 13.
On March 19, six days after Barington nominated its candidates, the company said it would explore strategic alternatives. One day after making that announcement, Xerium’s chairman, James Wilson, met with Barington representatives.
On Thursday, the share price climbed 2 percent to $6.57. Since the start of the year, the stock has surged 51 percent.
Barington is urging the company, which makes products used primarily in the production of paper, to consider selling itself or to find a way to refinance its $480 million of 9.5 percent senior notes.
In February, LyondellBassell Industries NV agreed to buy Schulman in a deal valued at $2.25 billion.
James Mitarotonda, who runs Barington, tends to invest in industrial companies or retail companies. Barington, along with Shah Capital and NuOrion Partners, reached an agreement with Avon Products Inc. last month to put Mitarotonda on the board. (Reporting by Svea Herbst-Bayliss; Editing by Bernadette Baum)