A Day In The Life Of A Connected Store
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Transcript of A Day In The Life Of A Connected Store
A Day in the Life of a Connected Store Leveraging Workforce Management to Deliver Superior Customer Experience
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WELCOME WEBINAR ATTENDEES
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@Infor @RTouchPoints
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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?
18
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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to receive:
Reta i lWFM.com Complimentary RegistraMon and above offer for Retailers Only
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Thank You You can download the presentation deck by going to:
h/p://rtou.ch/Connected_Store