De Vries Workforce Management, 2014

Why read this?If you run a retail store or chain, you might know that Workforce Management (WFM) helps to control labor costs, improve store performance and raise profits.

But: WFM also makes your customers happy, which is perhaps the most important feature. After all: no customers, no business.

What ís customer experience?Every retailer or supermarket offers a customer experience. Perhaps it’s “a clean, well-lit, safe store environment with merchandise available”. Or, if you are more service-oriented, you offer a more interactive or personalized customer experience.

Gartner defines customer experience as:

The customer’s perceptions and related

feelings caused by the one-off and

cumulative effect of interactions with a

supplier’s employees, systems, channels

or products.

Why is customer experience important?The economy is fragile, competition is fierce. Customers tend to shop around, not only looking for low prices but also a great shopping experience. No wonder that providing a great customer experience is the primary goal of most retailers.

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Employees make all the difference Many factors influence customer experience: price, merchandise, sales channels and brand identity. But the role of your employees is most important. 82% of retailers state that, in recent years, the role of the workforce in enabling customer service has become more important than ever.

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Workforce management helps your staff to deliver WFM has many positive effects on both employees and customers. Most retailers see “Enhancing the customer ex perience„ as the critical driver for workforce management solutions.

The need for consistent, productive and

engaged sales staff across distributed

stores means that retailers are demanding

increasing sophistication in forecasting,

scheduling, task management and

timekeeping capabilities.

To quote Gartner again:

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So: how can WFM boost customer experience? It’s time for some practical day-to-day examples: four important customer expectations and how WFM helps to fulfill them.

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Well-kept and well-stocked store Customers want to shop in a convenient supermarket, with the needed items on display. WFM helps you to plan activities like cleaning or filling the racks well before rush hours. 1

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Prompt and swift service Customers demand to be helped quickly, especially at the checkout but also on the shop floor. WFM gives you a detailed forecast of the expected traffic during the day.2

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Friendly, customer-oriented approachCustomers appreciate employees who enjoy their work, making the store a nice place to visit and shop around in. WFM keeps staff happy, more involved and productive.3

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Competitive pricesCustomers also expect their supermarket to be highly competitive. WFM allows you to control costs of labor much better, often lowering them significantly.4

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How do we know all this?De Vries Workforce Management, a European software company, is the market leader for workforce management solutions in the Dutch retail sector. De Vries WFM has over 30 years of experience in the retail sector.

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Read our White paper. You can download it here. Want to know more?

Happy employees are more productive.Happy customers are more consumptive.

Workforce Management achieves both.

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