I’m sure you are all familiar with the horrific stats on employee engagement – at least 70% of the workforce are disengaged. The loss of productivity due to this is massive, so how do we go about fixing this? It has a lot to do with the
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Monthly archive for June 2016
“In the coming years, everything that can be digitized will be digitized. But there’s one thing that can’t be digitized and that’s the customer!” I came across the Accenture Digital Disconnect in Customer Engagement report, which was published recently, and found some very interesting trends in customer
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My recent training focus has been working with area managers, store managers, team leaders and supervisors to help them become better leaders. One of the biggest challenges I find is that very few of the above leaders are actually trained and given the skills to lead. It
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Every retailer has expectations of their staff – uniform requirements, how to complete tasks, how to serve customers etc, etc. However I find that a number of staff certainly don’t meet my expectations, let alone exceed them, when I’m a customer. Why is this the case? Maybe
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Every retailer has their own set of Golden Rules – the rules their staff need to follow when dealing with customers, when performing their duties, and the general rules of the business. My question is always – do you and your staff live by these rules?
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