Empowered and Engaged Employees are Central to Improving Customer Experience

The retailers that will separate themselves from the rest in terms of in-store experience will be those who, in addition to strategic technology adoption and business process change, will focus on empowering and engaging their employees. Download this point-of-view to understand how empowered and engaged employees are central to improving customer experience and learn how you can improve in-store employee empowerment and engagement. Download Full...

How Best to Achieve Employee Effectiveness in Retail

Even as 1 in 2 retailers cite unified commerce (commerce or retail sales and service management without sales channel boundaries) initiatives in the store as the leading technology investment area in 2016 as per the EKN’s ‘2015 Future of Store Report’. A similar section of retailers also indicates introducing better associate and store manager training and development as a key employee management improvement area in the stores (Source: 2015 Next Gen Retail Employee Engagement & Empowerment). This means that at least to a fair degree, the successful adoption and execution of unified commerce initiatives in the stores depends upon the training effectiveness of associate and store manager. Knowledgeable associates and managers not only impart store related knowledge, expertise and experience to the customers but also assist new and part-time associates with new processes, digital tools and several shopping devices every day. While figuring out a typical ‘customer path-to-purchase journey’ for comprehending customer sales and service lifecycles across channels, companies need to similarly incorporate nuances of ‘store employee task journeys‘ just as much. Employee effectiveness is as much a function of continued store training as much as it’s about knowing specific needs associated with in-store omnichannel and digital processes, tasks and customer lifestyle needs. With the increasing business pressures associated with technology transformation and overall cost of optimization, with 7 out of 10 retailers saying so, introducing step-by-step training and development program equipped with digital and advanced web-based training tools in the stores remains a big challenge. As long as such an investment is seen as a hard cost and not an investment or a business imperative, retailers and vendors...

Managing and Engaging Modern Labor for Omni – Channel Success

While seamless retail store execution depends on store planning and the ability to offer great products and shopping experience; employee engagement and optimum labor hour utilization is arguably the most critical strategic element in stores’ arsenal for driving consistent execution, sales uplift and customer satisfaction. Download this Benchmark report to understand what if in-store labor hour utilization was converted to a 50-50 balance between operational and customer service tasks and how can retailers and their brand partners work towards creating such a balance and attain better sales, employee engagement and customer connection as a result. Download Full...