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Retailing today involves a lot of moving parts – and all of those parts include people. From promotion execution to store operations, workforce management is becoming an integral part of how all strategies are ultimately delivered to the consumer. This complexity is only heightened by the emergence of connected consumers as stores looks to arm their associates with mobile devices and build multichannel touch points.This webinar will present real-world examples of how leading retailers are connecting labor allocation at the store level against analytics around key performance indicators, such as:• Store traffic• Promotion execution• Sales targets• Customer experience management• Shopper loyalty programs
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A Day in the Life of a Connected Store Leveraging Workforce Management to Deliver Superior Customer Experience
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About Retail TouchPoints
SPEAKERS
• ScoO Knaul VP Strategic Services Workforce Insight
• Rochelle Schard Director of Industry & Product MarkeGng Infor WFM Workbrain
• Andrew Gaffney Editor, Retail TouchPoints
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A Day in the Life of a Connected Store
New RealiGes for Retail 69% of consumers said they are
smarter about shopping than a few years ago, and 63% claim to be more demanding.
A Day in the Life of a Connected Store
The Need To Stay Connected • 90% of execuGves think customer experience is very important or criGcal for their companies and 80% are trying to use it as an area of differenGaGon. • Customer retenGon is the No.1 key performance indicator for workforce management in Aberdeen Group’s Workforce Management for Retailers, July 2010.
WHAT IS YOUR TOP DRIVER FOR WORKFORCE MANAGEMENT?
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POLL
CUSTOMER EXPERIENCE | TOP DRIVER FOR WFM
Retail Workforce Management Benchmarking Study – Workforce Insight, Jan 2011
Customer Experience
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CUSTOMER EXPERIENCE | DELIVERING ON THE VISION
CUSTOMER INTERACTION
STORE ENVIRONMENT
1 DEFINE IT 2 QUANTIFY IT
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CUSTOMER EXPERIENCE | HOW DO YOU DEFINE IT?
1 DEFINE IT • What type of customer experience do you have? (value based retailer, high touch environment)
• What are the clients’ expectaGons?
• Define the type of environment you’re building in your store/locaGon.
• What metrics support your experience?
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CUSTOMER EXPERIENCE | HOW DO YOU QUANTIFY IT?
2 QUANTIFY IT • Time standards?
• Customer experience models?
• What metrics do you have to support your experience?
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A DAY IN THE LIFE: THE REALITIES OF WORKFLOW
STORE LEVEL TASKS
WHEN TO EXECUTE
1 DEFINE IT 2 QUANTIFY IT
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WORKFLOW | HOW DO YOU DEFINE IT?
1 DEFINE IT • What type of workflow do you ask your stores to execute?
• Do you have opGons on where the work is performed?
• What type of work provides value to the customer?
• What efficiencies can you find in the workload?
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WORKFLOW | HOW DO YOU QUANTIFY IT?
2 QUANTIFY IT • Do you have labor standards?
• Do you have metrics that align to the standards?
• Do you have tools to help build efficiencies?
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SCHEDULING | TO THE CUSTOMER EXPERIENCE
PAYROLL ENGINE
BUDGET
X
CUSTOMER EXPERIENCE Transac@ons or Traffic
Customer Service Standard
X
WORKFLOW Produc@vity Standard (SOP)
Work Required (Workflow Council)
ALLOCATION BY STORE
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WHAT ARE YOUR OPTIONS?
LABOR BUDGET
CUSTOMER EXPERIENCE + WORKFLOW
CHANGE:
Budget
Workflow
Customer Experience
1 2 3
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WHICH AREAS OF YOUR WORKFORCE MANAGEMENT
ARE CURRENTLY AUTOMATED?
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POLL
Labor Budge@ng & Scheduling Adop@on
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Retail Workforce Management Benchmarking Study Workforce Insight, Jan 2011
7 MUST HAVES | WFM -‐> CUSTOMER EXPERIENCE
1. RealisGc
2. Engaging
3. Accurate & Relevant
4. AcGonable
5. Accountable
6. Tech-‐enabled
7. Sustainable
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Q&A
SPEAKERS
• ScoO Knaul VP Strategic Services Workforce Insight
• Rochelle Schard Director of Industry & Product MarkeGng Infor WFM Workbrain
• Andrew Gaffney Editor, Retail TouchPoints
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RETAIL WFM| WFM LEADERSHIP SUMMIT
Join more than 100 retailers parGcipaGng in the Retail WFM 2011 Leadership Summit & Benchmarking Series New York | August 5 Los Angeles | August 19
Register by and men@on
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Thank You You can download the presentation deck by going to:
h/p://rtou.ch/Connected_Store
