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 grasp an in depth understanding of the service process and be able to have easier access to all the information we needed.
When shopping at the store, the customer goes through five different steps in their shopping experience. The company calls this process the “customer journey,” consisting of the following stages: Enter, Browse, Try-on, Check-out, and Walk-out. When the customer approaches the store, the customer is impacted by the store’s physical evidence for the first time. The first physical evidence the customer comes across is the store’s outer appearance. They may ask themselves does the store look in good condition and/or is it open. Once they get that established, they notice the parking lot to see if there are any available spaces to park and also if it’s clean. Once they park, the first thing they see on the store is big posters on the windows. The store always has advertisements on the windows to show customers what sales they have going on during that time. The sale posters alone can influence a customer to walk in the store and that alone can make a customer walk in the store with certain expectations, such as prices and brands. As the customer walks in the store, the Enter stage begins. The customer walks
When shopping at the store, the customer goes through five different steps in their shopping experience. The company calls this process the “customer journey,” consisting of the following stages: Enter, Browse, Try-on, Check-out, and Walk-out. When the customer approaches the store, the customer is impacted by the store’s physical evidence for the first time. The first physical evidence the customer comes across is the store’s outer appearance. They may ask themselves does the store look in good condition and/or is it open. Once they get that established, they notice the parking lot to see if there are any available spaces to park and also if it’s clean. Once they park, the first thing they see on the store is big posters on the windows. The store always has advertisements on the windows to show customers what sales they have going on during that time. The sale posters alone can influence a customer to walk in the store and that alone can make a customer walk in the store with certain expectations, such as prices and brands. As the customer walks in the store, the Enter stage begins. The customer walks
Cited: Bharat Book Bureau. February 2009. 5 July 2010 http://g51studio.com/parsons/ServiceBlueprinting