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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.

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Shopping in a designated space

Thierry TalagrandThierry Talagrand

Less Density, Faster Flow.
Customers spend less time in the store. Therefore, these retailers should at this time focus on the efficiency of the shopping experience.

While in more normal times retailers may have encouraged slower, browsing behavior, displays should now be designed to encourage faster customer decision-making.

Retailers might consider changing the music played in the store, creating an atmosphere conducive to faster movement instead of relaxation and contemplation.

Customers may also spend significant time waiting for help on the floor and waiting for check-out. Therefore, managers should be vigilant about carefully staffing the store to match customer demand.

"You want clients to be shopping rather than waiting."

Retailers should also ensure staff provide value-added services, such as lending expertise, so that customers can make better decisions more quickly.


Manage Variability.
Customers would arrive at designated times and shop at a designated pace in order to maintain social distancing. Our goal is to reduce the risk of a collision.

Principles apply. Research shows that if all shoppers travel at a similar pace there will be fewer interactions; if there are a wide variety of paces then shoppers come close to each other much more often.

Another option is to encourage customers to make appointments: Shoe stores, farmer’s markets, swimming pools, and museums are all using this method to limit customer density and reduce variability.

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.

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