While my car was in for a while-you-wait service, a very long while-you-wait service, I decided to make use of the time and walk to a local high street and do a bit of research.
I picked a variety of shops. 10 in total. I had a good look at their online presence first, making a few notes about the experience they promise ‘in store’. I decided on a very simple test based on the following criteria:
- The welcome I received.
- Product knowledge.
- Data capture.
Finally, I looked at the online customer experience to see if it matched the in store experience.
This is what I discovered
- 4 of the 10 were very welcoming.
- 4 of the 10 were very helpful, (that’s after I asked for help).
- 5 of the 10 had good product knowledge, again, after I asked for help.
- 4 of the 10 engaged with me beyond a” good morning” or “can I help you?”
- Just 1 of the 10 made any attempt to capture my email details.
- Only 1 had a good online and in-store customer experience.
The main person I remember from this experiment, was outstanding. She ticked every box. It’s no coincidence the business she works for seems to have been busier too.
What’s your high street experience like? Share your experience with a comment.
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Photo by netpalantir