Store Improvement


BILATERAL will provide you with a number of tools available to assist in the assessment of your store's performance.

Tools:

• Customer surveys
• Peer review
• Market surveys
• Industry surveys
• Store staff
• Competition's performance

Assessing general store performance will allow you to find most critical or largest potential payback areas first.. Review sales, labor, margin, turns and expenses are some examples of critical areas where we can usually find most significant areas of opportunity.

Assess each department's performance. Are any departments failing to meet their goals or in need of a greater challenge? Ask and answer the following four questions:

• What part of performance am I concerned about?
• How would it look if it were better?
• Can my vision be achieved?
• If not, what do I need to make it possible?

After these exercises, you have a general picture of what areas of performance may create the greatest positive impact if they were improved and what resources may be necessary to accomplish the improvements.

Customer satisfaction


Customer Satisfaction Surveying.

Our successful surveying program will set clear objectives that, once met, will lead to improved performance. With BILATERAL CS Surveying Program you will be able to:

• Understand the expectations and requirements of all your customers
• Determine how well your company and its competitors are satisfying these expectations and requirements
• Develop service and/or product standards based on findings
• Examine trends over time in order to take action on a timely basis
• Establish priorities and standards to judge how well you've met these goals

In BILATERAL we understand that SATISFACTION can refer to a number of different facts of the relationship with a customer and that each industry could define it differently according to the nature of the business and the specific relationship with their customer.

Customer satisfaction measurement variables will differ depending on what type of satisfaction is being researched. Clearly defining and understanding customer satisfaction can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. It can also serve as the basis for a customer satisfaction surveying program that can ensure that quality improvement efforts are properly focused on issues that are most important to the customer.

Revenue generation and retention


Customer Satisfaction Surveying.

With our experience operating contact centers, we can dramatically alleviate your store responsibilities so your associates can focus on delighting your shoppers. Our representatives will sell effectively and manage complex retail offers for you.

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