When a conflict exists between a retailer and a shopper who pays the price? The retailer. Always. Because the shopper can and will go elsewhere for their goods and 99+% of the time they won't bother to tell the retailer why they left.
How can this be combatted? Simply by listening to your shoppers while they are in your store. Retailers cannot afford to commit the human resources necessary to invite 2-way communication with every shopper who enters a store but they CAN build an in-store network which enables this relationship.
How many CPUs do you have on your retail floor? Every CPU you place on your retail floor is one more set of ears to receive shopper feedback. (Of course you must have a management system such as that offered by Podo Technology to properly absorb this feedback.)
That said, a "Suggestion Box" (whether paper-based or electronic) typically fails for 2 reasons: 1) because the box sits by an exit where people are no longer interested in providing feedback and 2) because the recipients of these suggestions rarely act on the information provided.
Relationship is NOT just "listening". Relationship means listening followed by ACTION. Are you prepared to act?
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