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Research and Markets: Improving the Consumer Experience in Mobile Operator Stores - Gap Simplified the Sales Process and Reduced Transaction Times through Overhauling Its PoS System

Introduction

In the retail industry, customer service grew out of a reaction to dealing with complaints. Although most of the industry now sees customer service as a sales driver, mobile operators do not seem to have matured to this way of thinking. Only through implementing proven best practices and technologies will mobile operators be able to assist their customers better than their competitors.

Features and benefits

Understand the key issues around delivering high levels of customer service in mobile operator retail stores. Gain insight into the customer service technology enablers for small-format retail stores.

Highlights

Long waits to be served and lengthy transaction times are unacceptable in retail today, and poor customer service of this kind drives customers away. Be it through providing visibility of inventory in store and in the supply chain, or providing handheld point-of-sale (PoS) terminals to speed up transaction times, retailers must give the store staff the tools to provide a superior customer service.

Your key questions answered

• What do mobile operator retail stores need to do in order to remain competitive?
• Which technologies will help retailers improve the in-store customer experience?

Key Topics Covered:

• SUMMARY
• THE REALITY OF MOBILE OPERATOR STORES IN 2010
• Introduction
• Mobile operators are not taking advantage of their retail stores
• A sub-standard in-store experience drives customers away
• Customers experience long waits to be served and slow transaction times
• Store staff are not provided with the tools to increase basket values
• Store staff lack the accurate realtime inventory data visibility needed to provide good service levels
• Stores are operating in isolation to other channels
• IMPROVING THE IN-STORE EXPERIENCE FOR THE CUSTOMER
• Transaction times can be dramatically improved with advanced PoS best practices
• Gap simplified the sales process and reduced transaction times through overhauling its PoS system
• Apple has revolutionized customer service best practices with mobile POS
• Enhancing inventory management and visibility delivers tangible benefits
• OReilly Auto Parts recognized the need to better react to customer demand
• Phones4U is implementing inventory management to encourage upsell opportunities
• Kohls is installing transactional kiosks to minimize lost sales from out-of-stocks
• The store must be tightly integrated into other channels
• Kamal Osman Jamjoom integrated data to enable cross-channel business growth
• Information gathered in-store should be leveraged for continuous learning
• Tesco analyzes customer feedback in realtime
• APPENDIX

For more information visit http://www.researchandmarkets.com/research/911027/improving_the_cons

Source: Ovum

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