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Understanding How to Deliver A Consistent Customer Experience
#CCES14 Webinar Sponsored by
#CCES14
Welcome Webinar A8endees
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Follow This Webinar On Twi8er
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About Retail TouchPoints
ü Launched in 2007
ü Over 28,000 subscribers
ü To provide executives with relevant,
insightful content across a variety of
digital medium
Free subscription to our weekly newsletter: WWW.RETAILTOUCHPOINTS.COM/SIGNUP
#CCES14
Panelists
Debbie Hauss Editor-in-Chief
Retail TouchPoints
MODERATOR
Scott Knaul CEO
SMK Workforce Solutions
Erin Oldershaw Communications Strategist
SMK Workforce Solutions
#CCES14
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
#CCES14
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