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Presenting the 4th session of 6-part webinar series, Consistent Customer Experience Series 2014 by Retail TouchPoints & Opterus #CCES14
Citation preview
The Final Piece of the Puzzle
Communica*on Ma,ers!
#CCES
PRESENTED BY
Solving the Store Execu>on Challenge
SPONSORED BY
#CCES14
Welcome Webinar AFendees
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Follow This Webinar On TwiFer
#CCES14
#CCES14
About Retail TouchPoints
ü Launched in 2007
ü Over 28,000 subscribers
ü To provide execu>ves with relevant, insighQul content across a variety of digital medium
Free subscription to our weekly newsletter:
WWW.RETAILTOUCHPOINTS.COM/SUBSCRIBE
#CCES14
Panelists
Debbie Hauss Editor-in-Chief
Retail TouchPoints
MODERATOR
Janet Hawkins President & CEO
Opterus Inc.
Erin Oldershaw Lead Retail Strategist
SMK Workforce Solutions
#CCES14
About Opterus Inc.
ü Released SOC in 2009
ü Global customers, solution is in 23
languages
ü Opterus provides a cloud based
solution designed specifically for
retail to simply and effectively
manage and execute store tasks
and communications.
#CCES14
There is a New Retail Reality… • The path to purchase has changed and to
remain relevant you have to engage your associates.
• Associates are your front line, driving the in-‐store customer experience.
• Once the customer is there, it is impera>ve to make sure they have a good experience.
• You need to duplicate this experience across all your stores because over 90% of retail sales s>ll occur in-‐store.
• An effec>ve and efficient tool is essen>al to execute this consistent customer experience.
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…but the same Universal Challenges of Opera>ons Remain
• Dynamic and rapid pace of change
• Sa>sfying today’s demanding customers and making them loyal to your brand
• Be a step ahead of your compe>tors
• Increase sales and employee sa>sfac>on
• Keeping things simple!
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Opterus – Communica)on Ma,ers • “The single biggest problem in communica*on is the illusion that is has
taken place.” – George Bernard Shaw
• Store Ops-‐Center is a ‘one stop shop’ solu>on for retailers that’s highly configurable with no development work required!
• Simple, elegant and agile • Consistent and intui>ve for everyone • Drive performance • Impact employee/customer loyalty and sa>sfac>on • Higher adop>on, lower training & change management costs • Increase sales
• Equip your organiza>on with effec>ve communica>ons, knowledge and technologies
• Track both tac>cal opera>onal tasks and strategic ini>a>ves that drive customer loyalty & happiness, increase sales & employee sa>sfac>on
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Opterus • “Make things as simple as possible, but not simpler.” -‐ Albert Einstein
• SOC becomes the func>onal founda>on for what stores should be doing
• Measure accountability • How can you measure if the vision was executed • Communicate more effec>vely and efficiently • It’s a tool for opera>onal excellence so you don’t have to spend so much >me focused on the opera>on
Communica>ons Before
Stores
Store Mgr
Assistant Mgr
Department Mgr
Full Time Part Time
Central Office
Opera*ons
Support
IT
Merchandising / Buying
HR
Field Managers
Regional Mgr
District Mgr
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Communica>ons Aier
Gate Keeper(s)
Stores
Store Mgr
Assistant Mgr
Department Mgr
Full Time Part Time
Central Office
Opera*ons
Support
IT
Merchandising / Buying
HR
Field Managers
Regional Mgr
District Mgr
#CCES14
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Con>nuous Improvement Cycle Strategy & Workload Planning
Opera>onal Communica>on & Gatekeeping
Execu>on
Compliance/Accountability
Conversion & Customer Loyalty
Measurement
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How to Communicate
• Gatekeeper workflow • What needs to be executed to match your strategy/vision and
is there enough payroll to support the vision? • How and when to communicate • Driving performance: Value of executed work • Sustainable and consistent model for beFer execu>on of your
opera>ons with beFer communica>on and accountability • Manage all brands, store types • Marke>ng plans, mobility offers etc.
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Measuring the ROI
• Turn Store Execu>on into a science, rather than an art • Effec>vely measure the tasks given to stores • Build a beFer budget & strategies for your business • Priori>ze tasks that drive revenue • Effec>vely gather informa>on from the stores • Improve customer service • Hold all departments accountable for Payroll
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Business Case • Opterus customers have seen:
– That more effec>ve store prepara>on has resulted in 20% sales increases during peak sales periods
– The increase in revenue due to higher conversion for on-‐>me compliance when markdowns are completed vs not completed
– Task completed on >me go from 50% to 95+%
– Savings of 400 hours a month of workload through SOC repor>ng on tasks
– Timely and helpful responses to stores go from 70% to 95+%
– Repor>ng allows for real >me visibility to react and make changes instead of dealing with issues once things are overdue and you’re out of hours
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Consistent Customer Experience
• Great customer service!
• Manage produc>vity and performance of employees – this is key to mee>ng the demands of the new customer
• This is cri>cal to aFaining business objec>ves
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Impact
• Customer sa>sfac>on
• Loyalty “Take care of your customers and they will come back. Take care of your merchandise and it won't.” -‐ Richard Marcus
• Consistent experience
• Seamless experience once they get to the door
• Associate adop>on of SOC is amazing
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Compliance -‐ Accountability
• 360 degree view • Improve visibility • Mi>gate risk • Cut >me required to make business decisions, react to the market, open doors to new insights previously unaFainable
• Increase produc>vity • Increase sales • Improve communica>ons & be more effec>ve
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Wrap Up
• New reality of retail you need to communicate more effec>vely than ever
• Need to effec>vely gate keep to drive focus and service
• Priori>ze the tasks that directly drive revenue and customer loyalty
• Keep it simple for the stores
#CCES14
Consistent Customer Experience
Winning The BaFle Of Customer
Service Vs. Task: Op>mizing The
Customer-‐Centric Payroll Equa>on
Growing Revenue While Controlling
Labor Cost
Communica>on MaFers: Solving
the Store Execu>on Challenge
Conquer the Fitng Room –
Make the Most of Your Most
Valuable Real Estate
Understand In-‐Store Shopper Behavior With Precise Loca>on
Analy>cs
#CCES14
Submit Your Ques>ons
#CCES14
Q&A // Panelists
Debbie Hauss Editor-in-Chief
Retail TouchPoints
MODERATOR
Janet Hawkins President & CEO
Opterus Inc.
Erin Oldershaw Lead Retail Strategist
SMK Workforce Solutions
#CCES14
Next #CCES Session
WEDNESDAY • SEPTEMBER 24, 2014 AT 2PM ET / 11AM PT
Conquer the FiRng Room: Making the Most of Your Most
Valuable Real Estate
MARGE LANEY Alert Tech
ANNE MACKENZIE KOTRABA SMK Workforce Solu>ons
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