You work for a retail shop specialized in gardening. You sell products like flowers, treatments, and garden furniture like barbecue. Summer is usually your peak season but this time you feel like sales are not meeting the targets. From your investigation you see two or three bad recent reviews on your Google page. Then, you decide to launch two actions to understand better how to face this problem:

Question

Your first action is called “Experience your service as a customer”. Which actions would you take to understand your customer’s experience?

Solution

The first thing is to understand the customers. Your investigation should focus on what is important to them and what they exactly want. It is also important to always be aware of what they think about your business, that means knowing what they like and dislike about your service or your staff.

Question

Your second action is called “Evaluate competitor customer service”. This action’s goal is to help you understand why your customers are running away from your shop, to visit your competitors. What could be the solution to this problem?

Solution

You should be aware of what your competitors are doing and keep up to date with the different changes that could happen in the market. You should also make constant efforts to identify opportunities that can help in improving customer satisfaction and profit for the company. Another aspect to take into consideration is the external environment: changes taking place in society, economic conditions, environmental factors, technological developments, and other influences that may affect a business ability to compete in its marketplace.