What level of service do your customers
expect?
In a sector with a broad customer base, it can be difficult to
support everyone's service expectations. Some customers may be
looking for a compelling shopping experience while others simply
want to know instantly what is available and where it's located?
Hobbyists may rely on expert assistance to achieve their vision
while tradesmen may value queue-busting initiatives such as
self-service, quantity price breaks and the ability to handle VAT
invoicing and account status on the spot.
The ability to understand your customers, which initiatives work
for them and to deploy appropriately skilled personnel when and
where customers want them, can be a crucial differentiator in this
sector.
Value-add services such as wedding lists and gift vouchers, or a
café can attract new customers but also give existing ones reason
to re-engage.
Is multi-channel availability important?
As customers become more demanding, the ability to monitor sales
and appropriately disperse stock, information, pricing and
promotions to every touch point can give you the market edge.
Customers browsing online may require home delivery or prefer to
reserve the stock in-store for them to collect. Whether in-store or
on-line, managing your stock to efficiently fulfil a customer order
is an essential as is the ability to transact returns from all
channels.
How can loyalty be influenced?
Targeted advice and incentives can help build a trusted
reputation that engenders long-term loyalty. The ability to easily
capture personal information and understand your customers needs
can help personalise such schemes, boosting their appeal and
profitability.
Planning expansion?
How do you protect your unique, trusted reputation while
establishing cost-effective supply chains and accommodating local
regulations, languages, working practices and tax demands? The
flexibility to provide some autonomy to a diverse retail estate and
franchise partners while retaining control at head office with real
time reporting can be key to expansion
success
How do you contain losses?
It takes skill to fend off theft and fraud to protect margins so
that you can keep prices competitive. The ability to identify
irregular POS activity and automatically look up an original sales
transaction from a central database when processing refunds can
help.
With over 25 years' experience, Torex can help
you:
- Match service to customer expectations
- Manage individual accounts
- Integrate diversifications such as cafes and vouchers
- Effectively operate multiple channels, optimise allocation
- Understand your customers, personalise loyalty schemes
- Increase up/cross-sell
- Centralise control, support local and seasonal
requirements
- Identify and analyse irregular activities at the POS,
profitably manage sell-by dates.
Contact
us to discuss your specific requirements.