How do we measure our success?
CONSUMER SATISFACTION
At Rejubilation, we like to let our customer reviews speak for themselves. We will place a heavy emphasis on customer service and satisfaction. Our company is about youth, health, and natural ingredients. It's only healthy to create an atmosphere where a customer feels comfortable and at ease. For our brick and mortar measures, our employees will be trained in depth on how to treat any foot that walks through the door. We will keep track of how many customers a day our brick and mortar is attracting by foot traffic and monitoring our check out system on who are newcomers and returners based on purchases being linked to profiles at check out. This will make it easy to gauge numbers on our return rate. In addition to this, we will monitor our customer satisfaction by paying attention to reviews and offering post-purchase and post-service surveys. After purchases online, customers will be brought to a page that asks them to fill out a survey on how their experience was with shopping our site. For brick and mortar, because customer purchases at check out will be linked to their profiles, we will be sending surveys to their emails asking them how their experience was with shopping in-store. After each consultant selling event, customers will be asked to complete a survey based on their experience with the consultants and will be asked to list improvements. We will use all of these surveys to measure our success and see how rejubilation is doing and how we can improve. We know that many of our target customers place emphasis on word of mouth and we value that at rejubilation (eMarketer, 2007). Reviews and peer recommendations are of big importance for our company; we will ask questions on our surveys about how our customers found out about our company. We will measure these results over time and adjust as needed to ensure we are always achieving the ultimate consumer experience.
SALES
With a brick-and-mortar store, an online platform, and consultant selling, sales is a core metric to the Rejubilation business model. We will monitor and record sales profit, growth, cost of goods sold, and other data and analyze it in order to make appropriate adjustments and improve. Our sales will be monitored between each channel. Skincare is a fast growing company and generated $11 billion in 2018, so we hope to be as competitive as the other leading brands and generate steady income (Sena, 2019). We will have goals we strive to meet for sales according to each channel and combine them to see our total sales for the month. We hope each month our sales will rise by at least 3%, which will help us evaluate where we stand as a company. For brick and mortar, our sales will be monitored through foot traffic. Our online channel will also be monitoring our sales based on region since there will be customers all over the globe shopping on www.rejubilation.com. Our consultant selling event sales will be monitored based on how many products we sold at each event and will be compared between events to see which are succeeding. Our teams ultimate goal is to continue reaching as a healthy, natural alternative to skin preservation; and steadily growing sales is a direct reflection of our work. The Rejubilist will also help rejubilation measure our success through sales. We can see how many customers are adding to their list and how many products are being bought through that. We want to avoid cart abandonment, or in our case, list abandonment.
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BRICK AND MORTAR FOOT TRAFFIC
PEER TO PEER RECOMMENDATIONS
SURVEYS
ONLINE SALES - GLOBAL TRACKING
CONSULTANT EVENT ATTENDANCE
As stated above, Rejubilation will be using many different ways to track our success. Since consultant selling is unique and sets our company apart from other skincare companies, we believe it is of great importance to track our success based on these events. We will be sure to see how many customers are signing up for these events and if they are first time customers or frequent shoppers. We hope to get a return rate of about 70%, meaning we want 70% of customers who attended a consultant selling event to register and attend another one in the future. Rejubilation also wants to fill every single slot available for each event and there is a maximum of 15 spots to make these events more private and personalized. We will measure our success with this as well to see which events are filling up all of the slots and which are lagging behind. We will measure the return rate to these events and see how much merchandise is bought at these events versus in-stores or online. We will also use the post-service surveys customers will be asked to complete after the event to see how we performed and what to improve.