入店から退店までの間のどの接点でどのようなオペレーションに問題があったのかを店舗で把握すること、つまり「真実の瞬間」を把握することによって、具体的な改善のための取り組みを考えることが可能になります。
しかし、その原因を明確にすることで、より顧客視点の接客について考える機会が生まれ、PDCAのサイクルによって改善を行う習慣がスタッフの間に広がります、その結果上司や管理職の指示を待たずに改善案を考えるという、店舗にとって理想的な状況が生まれます。
導入企業様の声
Rating
60
Translation / English
- Posted at 26 Jan 2012 at 06:20
It will enable the shop to think of detailed improvement points by having a grasp of what has happened in terms of operation, and at which point of time during the customer's visit to the shop. In other words, by knowing the "moments of truth".
However, by making the causes clear, there will be more opportunities for staff members to think of customer service from customers' points of view, and staff members will learn to habituate to improve because of PDCA cycle. As a result, the most ideal situation for the shop where its staff members think of improvement plants without having to wait for instructions to be given by senior managers and the management.
Testimonials from organizations with this system implemented
However, by making the causes clear, there will be more opportunities for staff members to think of customer service from customers' points of view, and staff members will learn to habituate to improve because of PDCA cycle. As a result, the most ideal situation for the shop where its staff members think of improvement plants without having to wait for instructions to be given by senior managers and the management.
Testimonials from organizations with this system implemented
Rating
50
Translation / English
- Posted at 26 Jan 2012 at 10:44
By shop‘s grasping during what operation the problems occurred at the connecting point between the coming-in and going-out, that is, by grasping "the real moment", it is possible to think about the activities for detailed improvement.
But, by making the reason clear, the chance to think about the reception much more from the customers’ viewpoint is created, and thanks to the PDCD cycle, the habit to improve will spread among the staffs. As a result, to the shops, ideal situation that improvement idea is considered without waiting for the boss or manager's instruction is produced.
Voice from enterprises that imported this system
But, by making the reason clear, the chance to think about the reception much more from the customers’ viewpoint is created, and thanks to the PDCD cycle, the habit to improve will spread among the staffs. As a result, to the shops, ideal situation that improvement idea is considered without waiting for the boss or manager's instruction is produced.
Voice from enterprises that imported this system
リピーター顧客数の増加、さらにリピーター顧客から友人などへのクチコミの広がりによって、最終的には店舗の売上向上につながります。
自らエクセルなどで編集せずに、分析に役立てられる表やグラフをそのまま取り出していただける仕組みになっています。
ミステリーショッパーと呼ばれる一般消費者の匿名モニターが企業や店舗のサービスを体験し、そのサービス品質を一般消費者目線で様々な角度から評価する調査方法のことを言います。
顧客が不満を感じた瞬間をピンポイントで抽出することが可能です。
Rating
60
Translation / English
- Posted at 26 Jan 2012 at 06:29
Because of the increase in repeat customers, and also because of word-of-mouth recommendation from repeat customers to friends, it eventually leads to the shop's increase in sales.
Without having to edit on Excel on your own, charts and graphs which can be used for analysis can be retrieved directly.
This is a research method for public consumers, called mystery shoppers, to experience the services of companies and shops as anonymous monitors, and to rate those service qualities based on consumers' viewpoints from various angles.
The very moment customers have felt unpleasant can be extracted precisely.
Without having to edit on Excel on your own, charts and graphs which can be used for analysis can be retrieved directly.
This is a research method for public consumers, called mystery shoppers, to experience the services of companies and shops as anonymous monitors, and to rate those service qualities based on consumers' viewpoints from various angles.
The very moment customers have felt unpleasant can be extracted precisely.
Rating
50
Translation / English
- Posted at 26 Jan 2012 at 00:46
Increase of repeating customers’ number, and, furthermore, word-of-mouth from repeating customers to their friends will ultimately result in sales increase.
You don’t need to edit in excel. All you have to do is selecting and extracting the chart or graph that is useful for your analysis.
This is an investigation method, which anonymous general consumers, who is called Mystery shopper, experience the company and/or the store’s service and evaluate the service quality from various aspects with the general consumer’s perspective.
It makes possible to extract the moment when the customer was not happy.
You don’t need to edit in excel. All you have to do is selecting and extracting the chart or graph that is useful for your analysis.
This is an investigation method, which anonymous general consumers, who is called Mystery shopper, experience the company and/or the store’s service and evaluate the service quality from various aspects with the general consumer’s perspective.
It makes possible to extract the moment when the customer was not happy.
様々な趣向を凝らしたサービスも登場し、消費者の満足は商品そのものに加えて商品を購入する上でのプロセスを重要視する時代に突入しました。そのプロセスにおいて最も重要なのは現場スタッフとの接点です。
接点において不満を感じたお客様は2度と来店しないだけでなく、その不満を自分の周囲の人間に伝えます。
『お客様の満足度に影響を与えている接点』はサービスを体験したお客様自身しか知り得ない情報なのです。
その瞬間に商品購入や再来店を決めると言っても過言ではありません。
Rating
60
Translation / English
- Posted at 26 Jan 2012 at 06:50
Even services with elaborated features have been introduced, and we have now entered the era whereby process of shopping is as important as the products themselves for the consumer to feel satisfied. The most important factor in the said process is a communication with the staff members.
The customers who have been made unpleasant by the staff members will never return to the shop. On top of that, they will pass around the complaints among people they know.
"The communications that affect customers' satisfactions" are the information which can be understood only by the customers who themselves experienced the services.
It is not too much to say that customers decide whether to return to the shop or to buy the product in the shop at that specific moment.
The customers who have been made unpleasant by the staff members will never return to the shop. On top of that, they will pass around the complaints among people they know.
"The communications that affect customers' satisfactions" are the information which can be understood only by the customers who themselves experienced the services.
It is not too much to say that customers decide whether to return to the shop or to buy the product in the shop at that specific moment.
Rating
50
Translation / English
- Posted at 26 Jan 2012 at 00:56
With variety of interesting services available, we are entering the era that the consumer satisfaction is based on the product itself as well as the process of purchasing the products, which the consumer put importance on. Most important thing during that process is an interaction with store staffs.
The customer who was unhappy about the interaction will not come back to the store. Furthermore, they will tell their friends or people who around them about the bad experience.
“Interaction that affects to the customer satisfaction” is information that only the customer who actually experience the service knows.
It is no exaggeration that the customer make decisions to purchase the item and/or come back to the store at that moment.
The customer who was unhappy about the interaction will not come back to the store. Furthermore, they will tell their friends or people who around them about the bad experience.
“Interaction that affects to the customer satisfaction” is information that only the customer who actually experience the service knows.
It is no exaggeration that the customer make decisions to purchase the item and/or come back to the store at that moment.
