Please fill out the form below to gather your own personal copy, and feel free to reach out to us if you have any questions.

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Does your training program go hand-in-hand with your Retail Compliance Auditor program? If not, it should!

Download the free guide below to learn more about how our clients get the most out of their program with us by fully integrating it within their company culture.

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What’s more scary is that consumers are now in the drivers seat. Your brand reputation is no longer driven by you and what you put out there in the market. It is now governed by consumer sentiment as reflected online. Protecting your brand reputation means not only monitoring your customers’ experiences with your business at all touch-points, but also managing online reviews and sentiment. One negative Tweet, Instagram picture, or Facebook post can spiral into a brand reputation nightmare. Don’t become the next Ted Mosby.

This guide will share 5 ways you can protect your online brand reputation before you become a statistic.

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Well, the team at Flatbread saw things a little differently. Building a culture rooted in their mission of providing both guests and employees a place to “renew their spirit,” Flatbread has created both a training and management program that is designed to ensure the “Flatbread experience.” They use their Retail Compliance Auditor program to validate that training and ensure the guest has not just a good experience, but a “Flatbread experience.”

Download the full success story to read more about how Flatbread differentiates pizza and beer.

The post How Flatbread Differentiates Pizza and Beer by Ensuring the Customer Experience appeared first on Retail Audit Pro.

But some feel frustration, disappointment, and general indifference to the data their shops provide. If you relate, download our new guide, written in partnership with FastCasual Magazine. It highlights key elements that might be why your program is not seeing success, such as:

• Quality assurance of the data provided by shoppers
• Effective scheduling to ensure program execution levels
• Support for not just problems, but strategic challenges that arise

There are a host of Retail Compliance Auditor providers in the marketplace. If yours isn’t delivering the results you’re hoping for, maybe it’s time for a change.

The post FREE GUIDE: Why Your Retail Compliance Auditor Program is Falling Short appeared first on Retail Audit Pro.

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But while most hospitality businesses are aware of what a Retail Compliance Auditor is, they aren’t aware of the benefits a comprehensive program can provide. Launching a Retail Compliance Auditor program can reveal much more about an operation than service times and if food was prepared as ordered.

And simply having the operator’s cousin drop in from time to check in on what’s happening or to see how a complaint is handled isn’t enough. The people who conduct those Retail Compliance Auditor visits are most effective when they know what to look for and what the standards are for the brands they visit.

In partnership with FastCasual.com and QSRWeb.com, we have outlined in this paper the five ways a Retail Compliance Auditor program can be used to improve the guest experience, ultimately leading to increased sales and higher profits. Download this new guide today to be on your way to a better guest experience.

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We recently chatted with Maria Jump, Assistant Vice President of Student Services at Colorado State University – Global Campus. CSUG is a 100% online university that was founded about 10 years ago and focuses on non-traditional students. Offering Bachelors, Masters, and Certificate programs, the average age of its students is 35 and most are working part of full time in addition to studying for their education.

As an online only school, they prioritize student service above all else since they miss the face-to-face interactions. As such they have implemented Retail Compliance Auditor programs across various services to monitor and evaluate how they are doing internally, as well as how vendor partners are servicing their student body.

CSUG has always surveyed students to get first-hand feedback on services and interactions. However, they found survey data was only telling part of the story. It was ideal for garnering sentiment toward a vendor, or the student’s perception of a service, but it didn’t allow for them to know the areas of improvement to optimize processes and offerings to continuously improve. They need to constantly evaluate processes and identify gaps to provide the level of service the CSUG brand promises.

Retail Compliance Auditor allows them to control actions to monitor and evaluation specific actions and services. For example, student feedback was overwhelming positive regarding a vendor partner that provided tutoring services. However, Retail Compliance Auditor data provided insight into specific touch points and interactions that allowed for process improvements and better service. This allowed them to take their good service to great.

CSUG is looking forward to expanding their Retail Compliance Auditor program across all their services – enrollment, advising, website, library, etc. As Jump states, “Everything starts with the student. Increased enrollments, higher revenue, everything starts with the students having the best experience possible.”

The post Colorado State University Global Campus Drives Student Satisfaction with Retail Compliance Auditor appeared first on Retail Audit Pro.

So we sat down with General Manager of Spencers TV & Appliance, Roy Hannah, to hear how he as used his Retail Compliance Auditor program to drive the kind of customer experience that aligns with Spencers’ brand promise.

Can you provide an overview of your business? How long have you been in business and how many employees? What is your role and how long have you been there?

We have been a family owned and operated business in Arizona for 44 years now. We have 10 locations and a central warehouse.  2 years ago we became an Employee owned (ESOP) company.   We have just over 200 employees currently. As General manager I have many roles; I am one of the buyers, manage a store location, manage some of our advertising, etc.

Where are you headed as a business? What kind of growth or management goals do you have?

If you aren’t growing you are dying.  We strive to be the best solution to the Phoenix market in the appliance category (low price leader, best customer service, most knowledgeable sales team in the industry).  Our goal is to have the largest market share of retail appliances in the Phoenix market.

What challenges were you facing, and what motivated you to solve them?

The biggest limitation to our growth has and always will be the number of great people we can add to our team.  People make or break the business, we constantly look for the right people to join the family.  Our motivation is and always will be serving our customers, employees, and their families to the best of our abilities.   We need to constantly train and evaluate our services in order to keep our level of service up to the standards our customers expect.

Why did you choose our Retail Compliance Auditor Program to help solve this problem?

It gives us a behind the scenes look at the way we’re serving our customers and allows us to use it as coaching to keep our staff sharp.

What kind of shops are you conducting? How have you found the process?

We send in shoppers to 10 locations, and each location is shopped monthly. We focus the shoppers on asking product questions to test staff’s product knowledge as well as the service level. They also review the location for attractiveness, merchandising/product placement, etc.  We are a part of BrandSource, and since other brands in their umbrella mystery shop, we are able to benchmark each location’s performance against other brands in the BrandSource family.

The whole process has been easily customizable by your team and communication has been great from your staff.

How have you and your company benefited from your Retail Compliance Auditor program?

People seem to make better decisions knowing shoppers will come in to ask questions they should know. With each location able to be benchmarked against others, there’s a friendly competition and pride when good scores come in. Acknowledging the top performers sets the right standards for the rest of the brand locations.

What would you say to other businesses facing similar challenges as you did?

Don’t rely on your past accomplishments to carry you forward.  It’s what you do today that counts.  You need to earn your customers business each and every day which requires constant upkeep and growth.

Would you provide us a quote that sums up your feelings about your Retail Compliance Auditor program?

You don’t know what you don’t know. Take the opportunity to shed some light on your people from a different angle and you’ll be surprised at what you can learn.  On one hand you’ll end up with confirmation that some of your team are doing exactly what they should and you can recognize/praise them for it.  On the other hand you’ll undoubtedly find some areas where you can and should improve.

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