The importance of customer experience
No matter what channel the customer is trading through, one overarching point governs everything: the customer’s expectations of your brand
Customers expect more from brands than ever before, and you need to provide franchisees and staff with the tools they need to deliver on those expectations, especially in physical stores.
Ask questions like:
- Are daily opening and closing routines performed in line with SOPs?
- Are campaigns and marketing efforts implemented and verified at store level?
- How are in-store deviations identified, reported and fixed?
- What support is available for staff who are new to the job?
Geographically dispersed stores
Leading a network with geographically dispersed stores offers a much greater challenge than operating a few individual units. If the various stores are operated by independent franchisees, the complexity increases further.
As the geographical spread of a franchise increases, it becomes impossible for the central organization to physically visit all units on a regular basis.
Instead, many rely on sending electronic instructions, guidelines and other theoretical support in the hope that staff will do everything right. But standards can slip, and for some brands, it happens much too often. Worse, it can go unnoticed until it’s too late, when post-campaign sales reports come in below target or when dissatisfied customers express themselves on social media.
Digital tools for support and quality control of daily routines
You simply have to find scalable and secure tools and methods, ensuring that all employees understand and work according to brand and operational standards.
Luckily, you’ve just found the solution to these challenges!
Everything available in one place
- Routine descriptions
- Training videos
- Operation manuals
- Supplier agreements
- Marketing materials
- Digital checklists
- …and more!
This is all handled digitally in the Chainformation platform. With role-based permissions, multiple languages and 24/7 access via any computer or mobile device, information is available when and where it’s needed. Built-in digital checklists and task management systems provide staff with efficient tools to handle all recurring routines and to-dos without paper or dozens of emails.
Simply manage opening/closing routines, campaign implementation, cleaning routines and more. Reports and deviations are automatically provided both centrally and to the store manager. Nothing will be forgotten or missed again once everyone works according to the same routines and checklists, with both local and central follow-up.
Read more about the different features and functions of the platform.
Colorama is a store retail chain in the home decorating sector who understands the difficulty in ensuring that customers are met by the same experience in all stores. Chainformation has been a game changer for them and these days the franchise is able to maintain a consistent high quality customer experience and service across all 170 units.
Read the full customer story here.