Retail Customer Experience

#Retail Customer Experience In a previous post titled – Let’s Make The #Retail Customer Experience Great In 2016! – I covered the more organizational topic around how to set your company employees up, through training/development, for providing great customer experience. This post is really for the team members who are interacting with the customer and mapping out a basic plan to deliver the service levels conducive with providing a great experience. What do our customers want? There are some challenges inside retail being that it is no longer just a brick-and-mortar business but, instead, an onmichannel and multichannel experience for the consumer. However, there is still power in having a product in-hand today so when you have customers in your store – itRead More

Managing Organization Vision & Values

#Retail Competency: Managing Organization Vision & Values According to Globoforce, and their Workforce Moodtracker Report: “88% of workers who understand their company’s core values reported engagement at work”! And “79% of employees say that recognition tied to core values gave them a stronger sense of company goals and objectives”. These are impactful statistics to know and understand for maximizing tools inside the business that elevate engagement, a sense of purpose, and happiness. Here are the scary statistics: According to TinyPulse: “58% of employees do not know their company’s mission, vision, and values” and “39% of employees say their senior leaders do not act in accordance with the companies guiding principles”. Finally, according to Redii, “68% of employees believe businesses aren’t doing enough toRead More

Toxic Employees In Retail

Toxic Employees In #Retail The New Year is synonymous with change and a fresh start both personally & professionally. In several of my previous posts I mention separating ones self from negative influences in your professional life. Working to align yourself with people that will make you better, support your growth, inspire positive results and productivity…that is fundamental for your personal brand and professional reputation. What, exactly, is a toxic employee in retail? A toxic employee is someone who deliberately inflicts harm to a company’s morale and productivity through intentionally subversive behavior. According to a recently published Harvard study, “The data suggests that toxic people drive other employees to leave an organization faster and more frequently, which generates huge turnover and training costs,Read More

You Don’t Have To Be A Jerk, But You Do Have To Be Honest

Retail Feedback: You Don’t Have To Be A Jerk, But You Have To Be Honest One thing I learned early on in my career is to give pointed, focused feedback. I, probably like a lot of retail leaders today, had to learn the hard way. I first started in retail leadership when I was 18 and was made a District Manager by 19 and wanted to be adored by my team and I had not the slightest clue on how to coach, develop, or lead anyone. So, when I had to address issues it was in generalities and I apologized, A LOT, throughout my schpiel. Clearly, that was not the way to go: So…as I upskilled my development in leadership and shored upRead More

Recognition & Motivation

#Retail Recognition/Motivation In my blog post titled, Celebrating Top Performers In #Retail, I mention the fact that, “The pedestrian (and all too frequent) approach in retail is to manage and focus on the bottom performers and so frequently that is done to the detriment of appreciating and supporting the “A” and “B” players in a company.” I can remember a couple examples of this during my own career but I will share one of the most recent ones: I worked for a company where my team produced amazing results, week after week, we were the #1 Region in the Company in every single key performance indicator. The bottom performing RM who was <23%> to LY and <27%> to Plan had two AMAZING weeksRead More