Use of intelligent technology improves the service experience of Rottweil/Bonn – the sand will not just in the service desert Germany, thinks the Swiss Sales Manager Daniel Zanetti. I am studying this service desert history for 13 years now. Since then a lot has happened in the product quality; There’s almost no bad products. On the other hand the company, man have totally neglected success factor. This phenomenon is not only in Germany but worldwide, Zanetti says in an interview with the Harvard Business Manager. It manages to amaze the customers, this is already half the battle to conquer them. For this I have to figure out: How can I surpass the expectations of my customers? This is not difficult, because customers expect nothing out of the ordinary, from experience once said Zanetti.
This includes not only the qualification of the employees, but also the use of appropriate technology. The family-owned company Edeka buying new Maier Culinara in Rottweil has the Recognized the signs of the times, relies on support of it for customer service, also to stand out from the competition to stand out. Through the use of new, so-called Doppelscreen scales of the Balinger technology manufacturer Bizerba, the company can offer customers much more information than in the past. The scales have a 12.1-inch color display, with which you can play pictures, small videos and other information on the customer side. You should support consultation and generate additional revenue: the customer receives due to the purchased cheese, for example, wine recommendations – cross merchandising button call the experts.
And that becomes more and more an integral part of sales strategy and consumer information. “This strategy will apparently pay off: in the category of best customer experience” awards the family business internationally advertised retail technology EHI retail Institute. EHI recognizes outstanding and innovative use of information technology in the trade with the price. The EHI is a scientific Institute of the trade. Among the 500 members are international trading companies and their industry associations, manufacturers of consumer and capital goods, and various service providers. The scales give not only so-called product information on the product groups such as meat, sausage, fruit and cheese, details about origin and ingredients, but also recipes and information on allergens, tips on healthy nutrition and recommendations for additional products. In addition, the scales of the technology manufacturer from Balingen Bizerba timely comprehensive and competent training of personnel, also by part-timers and professional way entrants allow. This means that we can also directly improve customer service”, explains managing director Detlev Maier. And increasing the customer requests in terms of allergies and food intolerance”, says Maier. Therefore, he sees the IT support as important cornerstones of its market approach and the EHI award as affirmation. Maier has but not only technically created the conditions for a sophisticated consulting concept, now work here also five qualified nutrition consultants. By good and competent customer service at the service counter, the trade can distinguish themselves. Modular software and hardware open Bizerba weighting systems support the sales staff with product-related information and offerings tailored to the shopping for the customer”, EHI judge Winfried Lambertz summarizes the decision for the Rottweiler company. Evaluation focused particularly on degree of innovation and strategic and financial benefits of the projects. The jury reference with emphasis on the customer value through health and dietary advice.