UsefulLinks
Business and Management
Management and Leadership
Specialized Management Areas
Retail Management
1. Introduction to Retail Management
2. Types of Retail Formats
3. Retail Strategy and Market Analysis
4. Financial Management in Retail
5. Retail Location Strategy
6. Merchandising and Inventory Management
7. Store Management and Operations
8. Retail Marketing and Promotion
9. Customer Service and Experience
10. Supply Chain Management and Logistics
11. E-commerce and Omnichannel Retailing
12. Retail Analytics and Technology
13. Future Trends and Challenges in Retail
9.
Customer Service and Experience
9.1.
The Importance of Customer Service
9.1.1.
Impact on Customer Retention
9.1.2.
Influence on Brand Reputation
9.1.3.
Competitive Advantage
9.1.4.
Financial Impact
9.2.
Developing a Customer Service Strategy
9.2.1.
Service Philosophy
9.2.2.
Service Standards
9.2.3.
Employee Training for Service
9.2.4.
Service Delivery Systems
9.3.
Measuring Customer Satisfaction
9.3.1.
Customer Satisfaction Metrics
9.3.2.
Net Promoter Score
9.3.3.
Customer Satisfaction Score
9.3.4.
Customer Effort Score
9.3.5.
Customer Surveys and Feedback
9.3.5.1.
Survey Design
9.3.5.2.
Feedback Channels
9.3.5.3.
Response Analysis
9.4.
Handling Customer Complaints and Service Recovery
9.4.1.
Complaint Management Process
9.4.2.
Complaint Resolution Process
9.4.3.
Service Recovery Techniques
9.4.4.
Turning Complaints into Opportunities
9.4.5.
Empowerment of Frontline Staff
9.5.
Creating a Positive In-Store Experience
9.5.1.
Store Environment
9.5.2.
Staff Interactions
9.5.3.
Queue Management
9.5.4.
Checkout Experience
9.5.5.
Accessibility Considerations
9.6.
Creating a Positive Online Experience
9.6.1.
Website Usability
9.6.2.
Navigation Design
9.6.3.
Search Functionality
9.6.4.
Online Support Channels
9.6.5.
Live Chat Support
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10. Supply Chain Management and Logistics