Improving Customer Engagement

Jill Casey had a suspicion the sporting goods chain she managed was losing sales because of inconsistent customer service. To quantify customer engagement issues, Casey decided to work with a start-up that analyzed interactions between customers and employees based on security video footage. While Casey realized that statistical process control is used in manufacturing and engineering to identify variation in a process, she wondered if the method would work for a retail business. In this case students learn how statistical process control studies are built and applied, and consider Casey's analysis to determine how her business might improve its customer engagement, as well as the risks in implementing the methodology.