Speaker: Derieontay Sparks, SVP: CX, Retail and Revenue Growth, Evergreen Goodwill of Northwest Washington
What does your business do? Who are your customers?
Derieontay Sparks: Good afternoon. My name is Derieontay Sparks, Senior Vice President of Customer Experience, Retail and Revenue Growth at Evergreen Goodwill in Seattle, Washington. I am part of the Goodwill family and we are a mission-oriented social enterprise that truly caters to a well diverse group of consumers across the 8,600 square miles in which we cover in the Seattle Pacific Northwest.
What challenges did you face before coming to us?
Derieontay Sparks: Evergreen Goodwill had an opportunity. It was one in which we needed to truly understand when our consumer was shopping with us. We wanted to take a look at how we can use those analytics to build out the appropriate predictive schedules to make sure we have our best people on shift when we needed them to be on shift. ShopperTrak Analytics brought that to us and we've been able to respond, react and do what we need to do to ensure we provide the best customer experience.
How has your business been impacted since starting to use our solutions?
Derieontay Sparks: Since using the ShopperTrak Analytics solution, we've been able to really get precise on who our customer is and when they shop with us. We've been able to truly understand by hour, when we need to make sure we are staffed to truly deliver the best level of customer service that we can for our customer. When he, she or they walk into our building. Due to the analytics of ShopperTrak Analytics, we're reacting, we're responding, we're pivoting and we're doing all that we need to do to ensure our stores are staffed appropriately, we're driving high levels of conversion, and there's a great sense of what our average transaction looks like. This data has informed us and allows us to truly do the work we need to do in our retail stores to continue to power our mission and drive revenue at the level that we need to.
.png){kind=logo}