About Great Clips
What is the business model of Great Clips?
100% franchised company
What term describes all interactions a person has with a company before, during, and after a purchase?
Customer Experience
Name two examples of customer touchpoints mentioned in the case.
Online Check-In, in-salon greeting
What is Mike’s profession?
Hospital resident training to be a doctor
What is one way Great Clips could reduce wait times for busy customers?
Improve scheduling or add more staff during peak hours
How many salons does Great Clips operate across the U.S. and Canada?
Over 4,400 salons
Why does Great Clips want to improve customer experience?
To build lasting relationships and stay competitive
What is the purpose of Clip Notes?
To make future visits easier by saving haircut details)
What are two challenges Mike faces when visiting Great Clips?
Long wait times and limited hairstyle options
How could Great Clips offer more hairstyle variety?
Provide advanced stylist training or style catalogs
What is Great Clips’ main value proposition for customers?
Convenient, affordable haircuts at a great price
To cause joy or satisfaction after a positive experience
What does it mean to “delight” a customer
Define “Persona” in the context of customer experience.
A fictional character representing traits of a target customer
What improvement would help Mike maintain his polished look affordably?
Loyalty discounts or subscription plans
What makes someone an ideal collaborator?
What is “They align with the initiative’s goals and values”?