The power of real-time feedback: the future of retail
In a recent episode of Talking Shop by Retail Sector, Tim Waterton, CRO at HappyOrNot, discussed how real-time feedback is revolutionizing retail with a deep-dive into:
- Real-world retail success: Insight into how a U.S. Convenience store chain saw a direct link between high feedback scores and increased sales, with top-performing stores showing a 3.5% boost. Beyond sales, retailers identified staffing gaps and implemented training programs based on feedback data.
- Making sense of data overload: The importance of gathering the right kind of data, and how HappyOrNot’s approach ensures feedback remains relevant, using short, focused questions to keep insights manageable.
- The value of demographic data: How HappyOrNot’s helps retailers gather insights based on customer demographics, and that by understanding who their customers really are, how retailers can offer better personalization and more targeted experiences.
- Employee experience (EX) matters: A key point of discussion was how EX is just as important as CX, and how HappyOrNot’s tools allow retailers to track employee satisfaction, with data showing that happy employees are essential for delivering great customer service.
- Looking ahead – the role of AI: Looking to the future, Tim predicted that AI will reshape feedback collection, making it more conversational and seamless. This will enable retailers to integrate customer feedback into their daily operations effortlessly.
For more on these insights, listen to the full episode with Tim Waterton over on Talking Shop by Retail Sector via Spotify or Apple Podcast