What Type Of Experience Do Customers Have In Your Retail Store? | Retail Today With Bob Phibbs, the Retail Doctor - Flash Briefing

Are you delivering a better experience than your competitor? Oh, yeah? How do you know that? Oh, your loyal customers tell you that?

Well, you know what, I don't care what your loyal customers tell you. What I care about is the new customer who experiences you without always having a backstory about knowing you or your family or an even number of things. The more you can go through and see how well you stack up against the competition, the better it'll be.

So, today, I want you to go through and think about getting mystery shops in your store. That's right. Because a mystery shop is a great tool to learn firsthand what a shopper experiences.

More importantly, mystery shops help hold you and your employees accountable for actually delivering great customer experience, not that asked-and-answered type of retail so prevalent in big boxes. You know, asked and answered, "Hi, can I help you?" "Yes, I'm looking for this widget." "That widget's right over here. Need anything else?" "No, that's it." Asked-and-answered retail is the death knell of brick-and-mortar retailers.

If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!

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