Observation assignment

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The document discusses customer service in various retail stores. At an electronics retailer, a salesperson spent 20 minutes discussing a potential purchase with a customer. At a cosmetics store, staff provided advice based on their personal experience using the products. However, at a stationary superstore and another store, customers had to seek out busy staff for opinions rather than receiving attentive service. This points to an opportunity for an online service called "Expertz" that connects buyers with experts to advise them on purchases and generate revenue through sales.

Business

Insight

Customer Service Still
Valued

People value opinions of experts when
deciding a purchase
Mark Famy – Crash Course Creativity Observation Assignment

Customer Service Still Valued

At this consumer electronics retailer, if a
customer is with a sales person, they spent up
to 20mins talking through a potential purchase
Mark Famy – Crash Course Creativity Observation Assignment

Customer Service Still Valued

I observed a person evaluating watches with a
sales assistant for at least 30mins… they
discussed the merits of each design
Mark Famy – Crash Course Creativity Observation Assignment

Customer Service Still Valued

This cosmetics store gave advice which was
valued by customers as it was based on personal
experience. Staff were also using the product.
Mark Famy – Crash Course Creativity Observation Assignment

Customer Service Still Valued

This store had no staff “on the floor” but I
observed people approaching the man behind
the desk to ask his opinion on things.
Mark Famy – Crash Course Creativity Observation Assignment

Customer Service Still Valued

In this stationary superstore, I noticed a
similar “lack of attentive service”. People
had to approach staff who were busy with
something else.
Mark Famy – Crash Course Creativity Observation Assignment

Problem

People buy from e-tailers
not retailers

Trend is to make decisions on purchase
online by reading customer reviews

Then they are increasingly buying from
trusted e-tailers rather than stores.

….sometimes by going to a retailer 1st just to
physically try the product
Mark Famy – Crash Course Creativity Observation Assignment

Opportunity

xpertz.com
Expert advice online when you need it….

Website that encourages experts to register and help
people make decisions on purchases online

Revenue generated by click and buy through the site:
xpert gets a 20% cut and is rated by users.
Mark Famy – Crash Course Creativity Observation Assignment

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Observation assignment

1. Insight Customer Service Still Valued People value opinions of experts when deciding a purchase Mark Famy – Crash Course Creativity Observation Assignment

2. Customer Service Still Valued At this consumer electronics retailer, if a customer is with a sales person, they spent up to 20mins talking through a potential purchase Mark Famy – Crash Course Creativity Observation Assignment

3. Customer Service Still Valued I observed a person evaluating watches with a sales assistant for at least 30mins… they discussed the merits of each design Mark Famy – Crash Course Creativity Observation Assignment

4. Customer Service Still Valued This cosmetics store gave advice which was valued by customers as it was based on personal experience. Staff were also using the product. Mark Famy – Crash Course Creativity Observation Assignment

5. Customer Service Still Valued This store had no staff “on the floor” but I observed people approaching the man behind the desk to ask his opinion on things. Mark Famy – Crash Course Creativity Observation Assignment

6. Customer Service Still Valued In this stationary superstore, I noticed a similar “lack of attentive service”. People had to approach staff who were busy with something else. Mark Famy – Crash Course Creativity Observation Assignment

7. Problem People buy from e-tailers not retailers Trend is to make decisions on purchase online by reading customer reviews Then they are increasingly buying from trusted e-tailers rather than stores. ….sometimes by going to a retailer 1st just to physically try the product Mark Famy – Crash Course Creativity Observation Assignment

8. Opportunity xpertz.com Expert advice online when you need it…. Website that encourages experts to register and help people make decisions on purchases online Revenue generated by click and buy through the site: xpert gets a 20% cut and is rated by users. Mark Famy – Crash Course Creativity Observation Assignment