What is the meaning of BORIS?
Buy Online Return In Store
What is the meaning of BOPIS?
Buy Online Pick up In Store
What is the meaning of ROPO?
Researching Online Purchasing Offline
Explain the difference between feature, advantage and benefit
Features are the characteristics of the product
An advantage is how the feature helps your customer
Benefits refer to what the user gains from using the product
What do customers prefer: features, advantages or benefits, and why?
Benefits!
The customer will always ask himself: what's in it for me?
What is customer engagement?
Emotional connection between a customer and a brand that makes it loyal to this brand
Explain one bad habit regarding the ability to get to know better our customer
Assuming
Being robotic
Judging
Not asking questions...
What are the 3 main dimensions of service?
Product - Place - People
Why offering a sensory experience in store can make a difference compared to buying online?
Easier for the customer to understand and remember what the product does
Great opportunity to mentally and physically engage the customer