Wouldn't it be great to get ongoing feedback from customers directly in your pocket? The Töcksfors Shopping Center in Sweden is very satisfied after starting to use the Excite app.
Online shopping may have made it easier to shop, but when it comes to customer service, it's impossible to compete with a physical store. Providing the customer with a great experience has become more important than ever, and is closely linked to both sales and customer growth. Töcksfors Shoppingcenter in Sweden has taken this seriously and the Excite app from RetailX plays a key role in the center's growth strategy.
Feedback directly in your pocket
With the Excite app, mall employees receive continuous and honest feedback from customers in real time, directly on their mobile phones, right in their pockets. The feedback is collected from multiple channels, such as in-store feedback terminals, Facebook, the mall's website, customer clubs and unique in-store QR codes. In this way, stores can constantly see who has the most satisfied customers, whether there are days or times when customer service is poorer and how it develops over time.
Healthy competition between stores
Madeleine Ward, Center Manager at Töcksfors Shopping Center, says that the stores that have encouraged their staff to actively use the app have had positive and positive experiences. They now see a direct link between customer satisfaction and store development.
- The ability to compare your own store's results with others in the same industry at the center makes it easier to discuss what and how we can do things better, and what we should focus on in the future. It quickly creates a positive competitive atmosphere between the stores and we see that it leads to results," says Ward.
The center's customer satisfaction scores can be shared with other centers using the system. Sharing benchmarks provides good opportunities to compete with other centers in the vicinity - even across national borders with some 80 centers in Norway.
Work smarter and more purposefully
Töcksfors Shoppingcenter is currently two percent above the average for customer satisfaction, but is not satisfied until it is best in class. The goal is to beat the local centers competing for the same customer group and to increase the number of visitors from 1.5 million in 2022 to 1.8 million in 2023. To achieve its goals, Töcksfors Shopping Center will work smarter and more purposefully.
- With concrete feedback from customers in the Excite app, it has become much easier to see where we can improve and actively set specific goals to achieve them," Ward concludes.
About RetailX
RetailX is a retail agency that specializes in CX (customer experience). The company has a proprietary technology that collects customer feedback from different channels and makes it available through the Excite app. The results are used for sales training and service improvement.
About the Excite app
Excite is an app developed for stores and shopping centers that provides access to ongoing customer feedback. The app provides access to current areas for improvement, customer feedback, development at all stages of the customer journey and an indication of how the store compares to others in the center. Excite also provides key insights into the reasons why the customer didn't shop, so the store can make small changes to increase the proportion of customers who shop.
