Touchpoint In Retail Furniture

Below is list of touchpoints generated for a retail furniture client. In the case of this client, the metrics used to judge the effectiveness of were the volume of store traffic generated, the percentage of store traffic making purchases, and the average sales volume per transaction.

Traffic  -  Closing Ratio  -  Average Ticket

Before the Transaction
Advertising
TV
Radio
Print
Direct Mail
Word of Mouth

Telephone
Who answers?
How are calls handled?
Messages on Hold?
What is the quality of the experience?

Internet
What is the strategy
Who is the target?
How do you generate traffic?
What results are quantifiable?
What is the synergy with the physical store?

During the Transaction
Physical Structure
Building Location
Parking
Directional Signage
Cleanliness
Window Presentations

Showroom Presentation
Lighting
Temperature
Music
Smell
Ease of Navigation
Event Sequencing
Point Of View Structuring
Signage
Facilities
Merchandise
Tagging
Pricing
Value range

Sales Tools & Point of Purchase Materials
Staff training
Flyers
Features & Benefit Communication
Options
Suggested Usage
Suggested Add-On Items

Selling Transaction Process
Event sequence
Invoicing Difficulty
Delivery Scheduling Process
Cash transaction.

After the Transaction
Delivery Process
Pre-Call Notification System
Cleanliness of warehouse
Presentation of Truck & Employees
Final Inspection/Presentation Process

Follow-up
Customer Satisfaction Surveys
Thank You Cards
Follow-up marketingProblem Resolution
Customer Service Policies
Service & Repair Process
Credit & Return Handling