Comments on: Comparing Apples To … http://brandingthroughpeople.com/2009/07/11/comparing-apples-to/ Tue, 23 Feb 2010 08:44:15 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Ago http://brandingthroughpeople.com/2009/07/11/comparing-apples-to/comment-page-1/#comment-103 Ago Tue, 14 Jul 2009 13:16:21 +0000 http://brandingthroughpeople.com/?p=703#comment-103 Knowledge@Wharton just published "Getting to 'Wow': Consumers Describe What Makes a Great Shopping Experience" (http://tinyurl.com/lb2sx3). In the article, they listed five elements that are crucial to creating such an experience: - Engagement: being polite, genuinely caring and interested in helping, acknowledging and listening. - Executional excellence: patiently explaining and advising, checking stock, helping to find products, having product knowledge and providing unexpected product quality. - Brand Experience: exciting store design and atmosphere, consistently great product quality, making customers feel they're special and that they always get a deal. - Expediting: being sensitive to customers' time on long check-out lines, being proactive in helping speed the shopping process. - Problem Recovery: helping resolve and compensate for problems, upgrading quality and ensuring complete satisfaction. You can download the initial report here: http://www.retailcouncil.org/research/DiscoveringWOW_June2009.pdf Thanks to Sascha for the link to the article ! Ago Knowledge@Wharton just published “Getting to ‘Wow’: Consumers Describe What Makes a Great Shopping Experience” (http://tinyurl.com/lb2sx3).

In the article, they listed five elements that are crucial to creating such an experience:

- Engagement: being polite, genuinely caring and interested in helping, acknowledging and listening.
- Executional excellence: patiently explaining and advising, checking stock, helping to find products, having product knowledge and providing unexpected product quality.
- Brand Experience: exciting store design and atmosphere, consistently great product quality, making customers feel they’re special and that they always get a deal.
- Expediting: being sensitive to customers’ time on long check-out lines, being proactive in helping speed the shopping process.
- Problem Recovery: helping resolve and compensate for problems, upgrading quality and ensuring complete satisfaction.

You can download the initial report here: http://www.retailcouncil.org/research/DiscoveringWOW_June2009.pdf

Thanks to Sascha for the link to the article !

Ago

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