Most retailers biggest expense is the cost of labour. It is also a challenge to find the right staff and then how do you keep them? Staff turnover is also a big cost to retailers as well as getting the best out of the team you have.
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All retailers are at the mercy of their frontline staff, how well they are trained and motivated makes a massive impact on the experience the customer feels. Very few customers will give us a second chance if we don’t get it right the first time – there
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Culture is a word that is bandied about quite frequently, it means different things to different people. However whatever the actual meaning a business with the right culture grows and attracts better people, who stay longer. Businesses where the culture is poor obviously have the opposite effect,
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As I have mentioned recently, Amazon is almost here and retailers have to step up if they are going to compete. From my point of view, that means our team members have to be the best that they can be, not just when they feel like it
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The ability of our current business leaders to motivate and empower a team to be successful are unfortunately rare in my opinion. A lot of leaders are doing an ok job with their teams, but the ones that are truly amazing are a small number. In retail,
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The buzz word of 2016 and 2017 is certainly “experience”. Every retailer is searching for the elusive experience that will amaze and dazzle their customers so they buy more and come back more often. A large number of retailers are spending a lot of money creating amazing
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I love coming across articles and reports about companies who are doing it well in today’s tough retail market. I have mentioned this US company before as they do things so well in a very competitive market – fast food. According to QSR magazine, this retailer generates
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With all that is happening in the Australian retail market, the signs are very obvious that retailers have to get better at offering consistent levels of customer service which is one part of the customer’s entire experience. The most common comment I see from retail experts on
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As I have mentioned before, it is well publicised that employee engagement is a very real challenge for most businesses here in Australia. Engagement is low with only 24% of employees (according to a Gallup survey) actively engaged. The vast majority, 60% are disengaged and an alarming
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There has been so much doom and gloom mentioned recently about the fate of bricks and mortar retail. Not helped by the rather large number of retailers who are failing here in Australia. The latest, Topshop is not a small player with sales of approximately $90 million
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