Competing With “Good Enough”

Competing With “Good Enough” At any given moment, on any given day approximately 70% of our employees are disengaged in their jobs and probably disenchanted with their retail organization. 18% of disengaged employee actively undermine their company and coworkers. Which leaves us with about 52% of employees who are doing just enough to get by so they don’t pull focus and open themselves up to coaching/counseling. Which means they are doing just “good enough”. There is an odd reality in retail and with retail leadership – every retail organization speaks to hoping to become a “world class employer” or a “best place to work” and we create best practices and establish benchmarks that we believe will help us create a business and buildRead More

Brick & Mortar Retail and the Savvy Omnichannel Shoppers

Brick & Mortar Retail and the Savvy Omnichannel Shoppers   There is no doubt that one of the fastest changing components of our industry is the customer piece – up until about five years ago we couldn’t stop talking about “Customer Service”, four years ago we started talking about “Customer Experience”. Now, I hear rumblings of “Customer Engagement”. All I know for sure is that the phrase “Customer Service” is a thing of the past. It is an expected, rightfully so, component of the interaction your customer has with your brand, regardless of how or where the interaction originated. We are seeing customers in a brick and mortar retail store on their smartphones checking if they can get a better price on theRead More