Best-in-class retailers leverage Customer Experience Management (CEM) solutions that collect shopper feedback across channels and integrate insights to improve brand experiences. CEM tools provide essential data for optimizing customer-facing retail strategies, but until now, a key perspective had been missing: employee insights.
PeriscopeLISTENS was developed to integrate employees’ perspectives of one-on-one customer interactions in real time. Developed by PeriscopeIQ, a provider of CEM solutions, the offering allows in-store associates to share insights on multiple aspects of the brick-and-mortar environment, including:
- Operational processes and issues;
- Supervisor, leadership and employee behaviors;
- Standard in-store operations; and
- General customer sentiment of the brick-and-mortar environment.
Employee insights are captured and displayed via text, as well as quantitative charts. Because the system updates each time an associate submits feedback, managers can receive alerts in real time via a mobile dashboard. As a result, store and branch managers can respond to inquiries and concerns more quickly and efficiently, leading to enhanced customer retention, satisfaction and loyalty.