Understanding  How  to  Deliver  A  Consistent  Customer  Experience  

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About  Retail  TouchPoints  

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Panelists  

Debbie Hauss Editor-in-Chief

Retail TouchPoints

MODERATOR

Scott Knaul CEO

SMK Workforce Solutions

Erin Oldershaw Communications Strategist

SMK Workforce Solutions

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SMK  Workforce  SoluFons  We  are  a  consulFng  firm  uniquely  focused  on  the  key  retail  

proposiFon  of  the  Customer  Experience  across  all  retail  channels.  From  focused  advice  on  communicaFons,  team  management,  

business  processes  and  tools,  we  partner  with  retailers  in  creaFng  and  execuFng  a  consistent  Customer  Experience.  

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Customer  Experience  

OperaFng  Model  

Service  Model  

ExecuFon  Service  

Enhancements    

Measurement  

Delivering  the  Customer  Experience  

Service  Model   Opera=ng  Model  

The  Service  Model  DEFINE  IT  

•  How  is  the  service  model  defined  by  your  organizaFon?        

•  How  is  the  service  model  defined  by  your  customer?    What  service  expectaFons  do  your  customers  have?  

•  How  is  the  in-­‐store  service  model  defined  by  your  organizaFon?    Are  there  non-­‐negoFable  factors  that  will  impact  the  experience?  

 

 

QUANTIFY  IT  • What  Fme  standards  are  used  to  quanFfy  the  service  model?  

 • What  metrics  are  used  to  measure  the  process?  

• What  processes  are  used  measure  and  track  accountability?  

 •  Do  you  have  tools  to  build  efficiencies?      

The  OperaFng  Model  DEFINE  IT  

• What  work  needs  to  be  executed?        

•  How  is  work  managed  in  the  stores?  

 • What  tools  do  you  have  to  streamline  work?  

• What  is  the  value  of  the  work  being  executed?  

 

QUANTIFY  IT  • What  Fme  standards  are  used  to  measure  the  work?  

• What  processes  are  used  measure  and  track  accountability?  

 •  Do  you  have  tools  to  help  build  efficiencies?  

• What  business  pracFce  /  forum  is  used  to  review  the  ROI  on  the  work  being  executed?  

The  Customer  Experience  –  Balancing  it  all  

You  must  define  and  quan.fy  the  customer  experience  

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Consistent  Customer  Experience  

Winning  The  Ba8le  Of  Customer  

Service  Vs.  Task:  OpFmizing  The  

Customer-­‐Centric  Payroll  EquaFon    

Growing  Revenue  While  Controlling  

Labor  Cost  

CommunicaFon  Ma8ers:  Solving  

the  Store  ExecuFon  Challenge    

Conquer  the  Fi\ng  Room  –  

Make  the  Most  of  Your  Most  

Valuable  Real  Estate    

Understand  In-­‐Store  Shopper  Behavior  With  Precise  LocaFon  

AnalyFcs    

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Q&A    //    Panelists  

Debbie Hauss Editor-in-Chief

Retail TouchPoints

MODERATOR

Scott Knaul CEO

SMK Workforce Solutions

Erin Oldershaw Communications Strategist

SMK Workforce Solutions

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Next  Session  

WEDNESDAY  •  MAY  21,  2014  at  2PM  ET  /  11AM  PT  

Winning  The  BaGle  Of  Customer  Service  Vs.  Task:    Op=mizing  The  Customer-­‐Centric  Payroll  Equa=on  

DARREN  BOWDEN  Connors  Group  

ANNE  MACKENZIE  KOTRABA  SMK  Workforce  SoluFons  

www3.retailtouchpoints.com/cces14