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Physical stores are back – time to sharpen up your customer experience

 

Physical stores are back – time to sharpen up your customer experience

Sean


By guest expert Sean Murray
- Founder of The Retail Practice.

Sean

By guest expert Sean Murray
- Founder of The Retail Practice.

Five ways Keephub creates more impactful CX

The death of physical store shopping has long been overstated. Although an omni-channel, blended shopping experience is the aim for most retail categories, most sales will still happen in a physical store – so smart retailers have not given up on stores and instead realised digital integration, convenience and the wow factor have never been more important. For a master class in retail standards and execution, the UK’s Next usually delivers – and never more so than their new department store concept. A recent trip to their new Watford store showed strong visual merchandising execution and high overall standards contributing to a great customer experience. None of this happened by accident of course - efficient execution is vital when hours are tight and staff recruitment is both expensive and challenging.

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My involvement with Keephub came from a passion for retail, learnings from having worked the shopfloor myself and seeing what a difference inspirational and clear internal communication can make. As good retailers know, execution is everything: from windows to promotions and shopfloor layout changes to overall standards, retail really is about the detail. However, with every staff hour precious, providing digital tools for frontline teams can dramatically improve efficiency. Here are five benefits we’ve designed Keephub to deliver.

Five practical benefits

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Instore VM and promotions well executed via up-to-date digital guidelines.

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Learn quickly from your teams what’s worked well – and what hasn’t.

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Tasking completed correctly and on time via task lists and alerts.

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Consistent standards across the brand using a ‘don’t tell me, show me’ approach including video instructions.

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See every store remotely via easy store uploading of images.

Check mark-01

Instore VM and promotions well executed via up-to-date digital guidelines.

Check mark-01

Learn quickly from your teams what’s worked well – and what hasn’t.

Check mark-01

Tasking completed correctly and on time via task lists and alerts.

Check mark-01

Consistent standards across the brand using a ‘don’t tell me, show me’ approach including video instructions.

Check mark-01

See every store remotely via easy store uploading of images.

Proven results

+74%

Employee Engagement

20%

Daily time saved

-10%

Lower staff turnover

More efficient tasking means more time for customers.

Make it fun and keep it simple

A first client for Keephub, and where the Retail Practice first collaborated with Kega (The team that powers Keephub), was Hunkemöller International. As part of our strategic transformation, we put the physical store customer journey at the centre of the strategy and invested in the right tools to enable and empower every single employee to deliver more for customers – and meet and beat their KPIs.

Using a combination of regular product knowledge and integrations with e-learning, a strategy of well-trained and motivated frontline teams translated in to leading levels of conversion, ATV and UPT.

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This is a people first digital product rather than a digital first product for people. It’s scope beyond employees to all brand stakeholders is significant

– Philip Mountford, CEO Hunkemöller B V.

This is a people first digital product rather than a digital first product for people. It’s scope beyond employees to all brand stakeholders is significant

– Philip Mountford, CEO Hunkemöller B V.

Let’s make the physical store customer experience inspiring, easy and efficient!

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