labo.ch

labo.ch


L'expérience client un levier de différenciation

Diplômé de l'université de Berkeley aux Etats Unis. Formation et conseil en marketing direct (CRM). Formateur diplômé FSEA du brevet fédéral de formateur pour adultes.

Share


Tags


Twitter


Design areas

Thierry TalagrandThierry Talagrand

Segment to meet customer's needs.

Design areas for shopping at different paces.
One region for fast shopping for staples, another for pre-prepared baskets of goods, and a third for slower browsing.

"The general idea is to separate customers into groups who move at similar speeds."

Behavioral science techniques.
Rather than displaying text signs (“Please wear a mask”), boutiques should display posters of mask-wearing local customers and employees giving their thumbs-up. This provides “in-group” models to emphasize shared identity, establish connections, and promote norms among customers.

Implementing movement within boutiques.

Retail environment should be re-designed to make social distancing requirements clear, consistent, a natural extension of normal behavior.

Incentives to employees for their ideas of how to improve the customer experience while keeping themselves and their customers safe. Their working conditions have become potentially dangerous. Employees should be motivated, empowered and given the tools to create innovative solutions to mitigate the impact of Covid-19.

Consumers have shown loyalty to businesses that are putting safety first.

Diplômé de l'université de Berkeley aux Etats Unis. Formation et conseil en marketing direct (CRM). Formateur diplômé FSEA du brevet fédéral de formateur pour adultes.

Comments