Subscribe via Email

Your email:

Twitter linkedin facebook

Workplace Blog

Current Articles | RSS Feed RSS Feed

Don’t play the Waiting Game

photodune 3100629 spent everything xs

Last weekend, I went into my local mall to shop for a new coat.  I visited a big brand store (which shall remain nameless for reasons I am about to reveal), which was pretty busy and I was a little short on time.  As I walked round the displays of this season’s offering, I realised that I needed help on sizing and availability. So I waited and waited for a sales associate to come to my aid.  Eventually, exasperated, I walked out.  It was not a good customer experience.

Early morning convenience – the power of mobile

Early morning

What happens at 2.30 on a Sunday morning? Late night revellers are thinking of calling time after a heavy Saturday night, the Sunday newspapers are making their way to newsagents - and people are arranging their shifts for the following week. Yes, really! Thanks to the convenience of mobile and smart scheduling, sales associates are choosing the wee small hours to get their working week sorted out.

Online metrics, meet the offline world

photodune 4841941 young woman working on computer at office xs

I recently asked Steven Drost from Stipso to write a guest blog for us. We have been discussing the growing nexus of online metrics touching real-world business operations and these are some of his thoughts.

Start with the customer experience

photodune 6887381 client at shop paying at cash register xs

 Among the many quotable things that Steve Jobs said is one that rings true at Workplace: You‘ve got to start with the customer experience and work back toward the technology – not the other way around.

Scheduling for the Back to School retail rush

photodune 5476665 back to school xs resized 600

All around the world, children – and their parents – are starting to think about the start of a new school year. And that means a peak period for retailers. There have been Back to School promotions in stores since June at least but new research from National Retail Federation in the US has shown that more families will wait out the summer for deals.

Empowering employees with collaboration

describe the image

Collaboration is a big buzzword. In start-up clusters, entrepreneurs cite the importance of collaborative working – and the coolest offices now have collaboration spaces where ideas and creativity can be nurtured. And of course the introduction of social tools in the office – messaging, video conferencing and the like - has given new impetus to the way we share ideas, make connections and get our work done.

A Gold Medal for Customer Service

images resized 600

To be in Glasgow for the Commonwealth Games in the last week or so has been a pleasure. In particular it has been a revelation using Glasgow’s sometimes criticised public transport system as hundreds of thousands of sports fans from around the world have made their way to and from the numerous venues.

Workforce scheduling - from good to great

describe the image

The scheduling of employees in today’s retail environment is a complex task. The truth is that some companies are still struggling with manual processes – pen and paper, white boards and calendars, even cocktail napkins - to help them determine which associates need to be at the cash registers, or at tasting stations, in replenishment or deliveries.

Fact vs Feeling – World Kitchen’s Workforce Management Evolution

worldkitchWe recently presented on a Retail TouchPoints webcast with Michael Chester, VP of Store Operations for World Kitchen.  During the presentation we talked about smarter Workforce Management and Michael shared more about his smart scheduling journey and results.  We had some great Q&A from participants and actually ran out of time for all the questions. 

Workplace:  Mike, I understand when you first joined World Kitchen, the organization was scheduling with good old fashioned pen and paper.  That’s how I used to be scheduled when I was a teenager in the late 70’s!  What spurred your decision to update your process?

Retailers – Turn the rise of social media to drive in-store engagement

describe the image

A recent report from Deloitte has identified that digital technologies currently influence 36 percent of in-store retail sales and this is estimated to be 50 percent of in-store sales by the end of 2014. This provides further validation, if needed, to developing a joined up customer experience across all channels. It is essential for retailers to understand the interaction between customers, their different devices and what customers are looking for from an in-store experience. I recently wrote in Power Retail about how retailers can at a practical level turn the instant and mobile nature of social media to their advantage – through supporting four strategies:

All Posts