The Real Point of View

VOLUME 2 ISSUE 3   Saturday, November 22, 2008
CONTENTS
Brickstream at Retail Systems 2006
Brickstream Welcomes New Business Consultant
Conversion Rate Improvement Through the Front Line
Take Brickstream's Survey on Customer Service

How important do you believe is the relationship between customer service and customer satisfaction. 1 is not at all important and 5 is extremely important.

1

2

3

4

5

Where are customer service breakdowns most likely to occur in your organization?

Out of stocks

Check-out lines

On-floor personnel

How do you measure customer satisfaction?

Customer surveys

Secret or mystery shoppers

Observations

Industry reports (i.e., JD Powers)

We do not measure

Does your organization have explicit customer service standards or levels?

Yes

No

Don't know

If you raised your customer service standards, what do you believe would be the impact on your business?

No or little impact

Increased store traffic

Increased sales

Higher labor costs

April 26, 2006
Brickstream at Retail Systems 2006
Stop by and visit us at booth #1800
http://www.retailsystems.com/IndustryEve...

On May 21 - 24, Brickstream will be at the Retail Systems Show at McCormick Place, Chicago. Retail Systems® has summed it up in the event tagline: Evolve or Else. To survive and thrive, retailers must integrate the proper technology to support customer-focused and system-wide programs. Retail Systems will draw Extended Retail Industry executives from around the world who are interested in best practices, workshops, case studies, networking opportunities, and solutions that reach far beyond the traditional definition of retail.

[FULL STORY]
 
May 1, 2006
Brickstream Welcomes New Business Consultant
The Value of Business Consulting
by Jon Amsler

Brickstream is pleased to announce the addition of Jon Amsler as a business consultant serving our retail clients. In this capacity, Jon will lead business case development and client engagments. In the following article, Jon shares his thoughts and beliefs on the value of business consulting. Welcome, Jon!
[FULL STORY]
 
April 26, 2006
Conversion Rate Improvement Through the Front Line
A major North American retailer of electronic media wanted to improve conversion rate without adding staff or capital expense to their operation. This directive was the result of findings from a recently completed program that was supposed to find peak performing stores. Those stores were then to be analyzed to identify best practices for improving sales. However, at the conclusion of the baseline period, it was clear that conversion rate across the chain was lower than expected.
[FULL STORY]
 
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