The world of customer experience is ever-evolving, and understanding the intricate details can make a significant difference in how businesses flourish. In a special three-part episode of the Synergistic CX podcast, listeners are invited to explore the nuances of customer experience within the Home Improvement / DIY Store industry. With expert insight and comprehensive industry studies, this episode provides valuable knowledge for home improvement enthusiasts and DIY professionals looking to elevate their service and drive growth. Let's take a closer look at each part of this insightful episode.
Unveiling Insights from the Global DIY Store Study
The series kicks off with a deep dive into a global study of over 15,000 home improvement and DIY reviews and ratings, revealing the critical impact of the 7Ps Marketing Mix elements -particularly the importance of staff attitude, staff experience and knowledge, and product range and competitive pricing. Key findings highlight the importance of responding to online reviews, with about 70% of critical reviews going unanswered. The episode also discusses customer sentiment across various elements of the marketing mix, emphasizing the need for businesses to prioritize their staff's engagement, expertise, and product variety.
Additional strategies are shared to help differentiate smaller retailers from big-box stores and enhance the customer experience. Vicki Dempsey, Vice President at Jancyn, explains how tools like reputation management systems and mystery shopping can offer actionable insights. These tools help businesses address customer complaints promptly and effectively, significantly boosting overall customer satisfaction and driving growth.
For the full journey of the first episode part, follow this link:
Stay tuned! Two more exciting parts of this episode are coming soon!
It was so interesting to get a better understaning of the customer experience at the Home Improvement / DIY industry. Thank you Vicki Dempsey for your contribution and insights.