The delivery of a positive, memorable experience that is more than what the customer expected.

• Loyal Customer

• Company Website

• Quality Customer Service

• Mobile Apps

A shopper who repeatedly chooses to shop at the same retailer over others, usually because of positive customer experiences with the retailer and their products and/or services.

• Loyal Customer

• Self-Checkouts

• Quality Customer Service

• Company Website

A website that represents the retailer on the Internet.

• Digital Signage

• Self-Checkouts

• Quality Customer Service

• Company Website

Software applications designed to run on small wireless devices smartphones, tablets or smartwatches.

• Digital Signage

• Brand Promise

• Mobile Apps

• Company Website

Interactive computers with customized software that provides access to information and applications like ordering food and drink items, locating merchandise in a store, accessing product information, and more.

• Open-ended Questions

• Company Culture

• Team

• Self-service Kiosks/Tablet Kiosks

Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help.

• Open-ended Questions

• Self-Checkouts

• Product Benefits

• Personal Selling

Technology used to electronically display digital images, video, web pages and text.

• Digital Signage

• QR (Quick Response) Codes

• Brand Promise

• Personal Selling

Barcodes that contain product or website information.

• Upselling

• QR (Quick Response) Codes

• Brand Promise

• Personal Selling

Questions that aim to get you a short or yes/no answer useful to limit the scope of a conversation, confirm a specific response, or to close the sale. Begin with words such as: will, can, may, are, and do.

• Upselling

• Company Culture

• Brand Promise

• Close-ended Questions

Questions that cannot be answered with yes or no, and that are used to get customers to provide details about what they want or need. Begin with the words who, what, when, where, why and how.

• Upselling

• Open-ended questions

• Brand Promise

• Close-ended Questions