CUSTOMER EXPERIENCE
저자: Roberto Albertini
1. Value
1.1. Increase Product Value
1.1.1. Comp cookie w/ coffee
1.1.2. Comp carbonated water shot w/coffee
1.1.3. Offer more customization options
2. Out of the Box Ideas
2.1. Coffee Seminars Free w/ purchase
2.2. Coffee Tastings
2.3. Free Refill
2.4. Reduction of ordering lines
2.4.1. Ordering screens
3. Taste
3.1. Identify low sales items
3.1.1. Establish correlation taste X low sales?
3.1.2. Interview customers
3.1.2.1. Product sampling
3.2. Establish Product Standards
3.2.1. Recipes
3.2.2. Preparation Methods
3.2.3. Staff training
4. Service
4.1. Research
4.1.1. On-line ratings
4.1.2. Customer interviews
4.1.2.1. Comp item X answering survey
4.2. Customer Service Taining
4.2.1. Establish clear goals
4.2.2. Role play
4.3. Staff Performance Management
4.4. Employee Incentive Program
4.4.1. S.M.A.R.T.
4.4.2. Employee of the Month
4.4.3. Prizes
4.5. Allow customers to rate service X employee confidentially
4.5.1. using code on receipt