Retail Customer Excellence Awards All questions below require an answer and have a 250 word limit.

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1 Retail Customer Excellence Awards All questions below require an answer and have a 250 word limit. 1. Customer centricity excellence award Demonstrate the activities you currently undertake to implement centralised brand value. Please outline the core elements of this strategy. What level of customer research has been undertaken to gauge strategy and implementation results? How have you used this strategy to create a key point of difference? How do you add value to your offering in a way that puts the customers needs at the forefront? What is your unique customer proposition? What training and development has been implemented aligned to the needs of customers? What are your key strategies around customer recovery mechanisms? What new roles have been appointed and job specifications in the organization at senior levels? How is customer feedback and insight shared in the organization? How do you measure the impact on sales and loyalty of the customer centricity strategy? Attach documents, videos, customer reviews, testimonials, research that supports your excellence in this area 2. Instore Customer Experience Award Describe how you create a unique in store customer experience and point of difference to competitors What are the key team strategies you use to create this instore Describe the instore navigation and customer journey experience in your business. How would your customers describe this Support with reviews, research or testimonials. What research has been implemented in the last two years that reflects the company listening to customers needs and wants? How did the company respond to these findings and what has been implemented that reflect this response? Demonstrate how you bring the five senses to life in store and how they create a unique customer How does the brand use in store theatre and technology to amplify the

2 Engagement in a retail experience is key to returning, loyal customers. Describe how you engage your customers. Describe the design of your stores and how it impacts on delivering a real customer experience and enhancing the retail brand. How do you measure the impact of the customer experience through footfall instore, sales and market impact? How does the look and feel of the store add value to the 3. Online Customer Experience Award Describe the customer journey and navigation experience through your digital e commerce platforms. Describe the end to end experience, from lead capture to delivery (product or service), ease of returns, delivery options Describe the last mile experience. How do you create a strong brand loyalty through your digital e commerce Outline details of a recent digital e commerce campaign, how did this strategy or campaign convert social interactions into sales? What makes your digital e commerce experience unique? What are the tangible benefits to a customer through the e commerce Describe the digital e commerce customer service support? How do your e commerce call centre team add value to the Describe how you respond to find a solution for the customers needs. What are key initiatives that you have undertaken to demonstrate innovation through the digital e commerce 4. Omni channel Customer Experience Awards Describe your company s overall omni channel customer experience How does your store design embrace technology and enhance the shopping experience to form a bridge with the online proposition of the brand? In creating a seamless brand experience, how does the company merge online and offline experiences? When selling products or services through marketplaces and other 3 rd party channels, describe how you activate the brand experience and customer centricity? Describe your social media strategy and its effectiveness in connecting and converting customers.

3 Describe how you enhance customer experience through the convenience of a mobile optimised website, selling capabilities, collection and delivery options Describe how your call centres add value to the customer experience to create a consistent view of the brand? Does the omni channel strategy enhance your retail stores to create consistency between the goals and vision of the company and the omnichannel strategy? How is the omni channel strategy innovative and unique? Demonstrate how the omni channel strategy will improve the future of the business? 5. In store Technology Implementation Experience Award Describe how the company uses in store technology as an enabler for a superior and positive customer experience. Describe the use of in store technology to create a seamless transactional experience for the customer. What would customers say about the in store experience with technology at the core? How do you use technology in store to ensure the right stock levels and stock availability is accurate for optimum sales? How do you integrate in store technology to your supply chain strategy? How do you optimise team performance through in store technology? How does the in store technology support customer conversion? What key technology innovations have been implemented to create a more seamless brand How do you measure the benefits of technology use on the sales, profitability, competitive advantage and overall customer experience in your business? 6. Loyalty Program Experience Award Describe your current loyalty program. What is the value to customers through the loyalty program? What are the tangible benefits for a customer? How do you use the insights from the program to create improvements in the business? How would customers describe the benefits of the program? Loyalty goes beyond a transaction, what other activities do you undertake to create strong brand and company loyalty? How do these activities optimise the brand Describe what part innovation plays in the program?

4 What is the impact of the program on customer retention and spending? Describe the compatibility of your online and offline loyalty program 7. Personalisation Excellence Award Describe how you create a personalised customer experience. What are three key elements of a personalisation strategy that highlight attention to detail? How do you optimise the connection between team members and customers? How do you measure the impact of personalisation against loyalty and sales? How does your personalisation strategy reflect innovation with a fresh approach? Describe how big data plays a part in personalization in your business How has this data been used to provide intelligent recommendations? What innovation strategies have you used to personalize products and promotions? What customer feedback, testimonials or research have been received to reflect a positive personalisation 8. Customer Excellence Team Award Describe how you train and develop your team members to be customer centric. How do your team evaluate customer satisfaction about the service provided? How does the team use this information to create a better Please provide evidence of three strategies that have been implemented in the last 12 months. Describe the implementation of these strategies. Describe the part that innovation plays to create a seamless customer excellence experience. How do you measure the impact on loyalty and sales of the teams? How do you empower your team to ensure an authentic customer 9. Responsible Impact Excellence Award Describe your Corporate Social Responsibility Strategy. What are three tangible results of implementation of this strategy?

5 What are the core values of the business and how do these values align to create a positive impact socially and environmentally? What initiatives have you implemented in the last 12 months that reflect change to create a more positive impact for employees, customers and suppliers? What initiatives have you undertaken to create a strong social and community benefit? What results have been gauged? How do you measure the overall impact of your business? Describe how innovation plays a role in your business being a responsible company of the future. What part does a sustainable business model play in your business? What role do your customers play in ensuring a strong social and environmental conscience? What green technology initiatives, ethical processes and policies and sustainable initiatives have been implemented? 10. Instore Theatre Experience Describe how innovation through in store theatre is a strong draw card to your store and a point of difference to your competitors What in store theatre experiences have been implemented instore in the last 12 months? How have these impacted footfall, sales and loyalty? How has the in store theatre experiences created a more engaging retail environment? How has in store theatre improved customer Describe how you measure the cost versus the benefit Describe how you create consistency between the theatre experience and: a) Brand image b) Mission & vision c) Values d) Service standards e) Sustainability standards f) Team culture g) Business Profitability h) Performance Describe how you measure the tangible benefits of instore theatre on foot traffic and sales.

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