Payless Service Blueprint
Payless Shoe Source is a discount footwear retailer with over 4,572 retail stores in 15 countries. This company does not only focus on providing different fashion possibilities for the family at a great price, but distinguishes themselves by offering an engaging, easy-to-shop experience and outstanding customer service. Our group chose this company to blueprint because it has a very elaborate customer service process. This company focuses heavily on providing the customer with a great shopping experience by following a series of “critical actions” that must be delivered to one hundred percent of the customers during their journey in the store. In addition, one of our group members works in this company and therefore, it would be easier to
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The shoe care merchandiser influences the customers experience because they are strategically placed to create additional needs to consumers, making them purchase at the last minute. This helps the company, but it also satisfies the customer because they now have an item that can improve the life of their product. Finally, the customer is thanked and invited back. The last stage of the customer journey is the Walk-Out stage. This is whenever a customer is leaving the store without making a purchase. An associate stops the customer and asks then an open-ended question, such as “Did you find everything you were looking for.” Many times an associate prevents the customer from leaving and directs them back to the aisles for further help and may actually save a sale. If not, they give the customer a reason to come back by informing them of an upcoming promotion or the day new shipment arrives. Of course, even the best process has potential fail points where problems may occur and/or bottlenecks where backups or slow delivery may occur. There are three different types we can identify. The first bottleneck is the handling of uncooperative customers. All the critical actions that the service employees need to deliver during the customer journey require cooperation from both ends; the customer and the firm’s employees. Customer participation is crucial in effectively delivering all aspects of the service delivery the company wishes to give all of its customers.