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3 takeaways from Future Stores Connect

3 takeaways from Future Stores Connect

Another Future Stores retail conference comes to a close! The invite-only event for senior retail executives is a treasure trove of amazing insights about the state of the retail industry – and a peek at where it’s headed. 

Here are our top 3 insights from this year’s Future Stores Connect: 

1. Rebuilding retail needs to start with investing in the people that will bring retail brands to life

We might be a bit biased, but we loved our own COO Jordan Ekers’ Chairperson Opening Remarks about how employee experience drives memorable customer experience. One staggering statistic he mentioned was that customer Net Promoter Scores went up by 43 points when they dealt with a knowledgeable staff member. 

“If you think about how much change has happened in the world of retail, from new standard operating practices to customer journey, it really speaks to the importance of supporting your people,” explains Ekers. “And how that drives the lifetime value of your customers.”

But Ekers also pointed out that less than 50% of frontline associates believe their employers are supporting them with the tools they need. That’s a problem. Between the post-pandemic rebuild, heightened CX expectations, and ongoing labor crisis, retailers can’t afford to lose star talent because they lack a stellar employee experience. 

2. Customers are headed to stores for an experience

In the keynote panel discussion, Preparing For the Roaring 20s of Retail: Reimagining Physical Stores in a Post-Covid World, the conversation quickly moved to the importance of the in-store experience – how customers aren’t just coming into stores to quickly buy an item. 

“They’re there to talk to an associate, to get the help that they need, to have the engagement. The product knowledge given to them so they can purchase right then. They need it right then. If not, they’d be at home on their laptop getting it the next day from Amazon, or from wherever they want to order,” explained Janet Gray, Division VP at Office Depot. “We have really found that engagement is even more important now than ever. And that is that our associates must be as knowledgeable as possible, and exude friendliness and product knowledge. Because that’s what they’re coming in for.”

“Ultimately, what we’re seeing is that people really want to have an experience. A physical, tactile experience,” added Danielle DiMaiolo Rendini, Head of Retail at American Girl. “They really just want to experience the magic of our stores.”

3. The omnichannel experience is growing increasingly…omni

A common talk track for retailers is the relationship between ecommerce and brick-and-mortar stores – many organizations are finding more and more ways to deepen the connection between the two. And for some retailers, the shifts that the pandemic forced on businesses actually led to new approaches to that omnichannel experience, especially from an employee point of view.

“We want the customer to shop where they want to shop,” explained April Breunle, Director of Retail Showrooms at Lovesac in the second session of the keynote panel discussion. “And it used to be a little bit of a rough point if they came into a showroom, got their great demo and then they went home and shopped online. Well now we’re like I don’t care where they shop as long as they shop. It could be in the showroom. It could be on the web. It could be at a Costco roadshow. It could be at a Best Buy Stop and Shop. So we’re really focused on meeting the customer where they want to be and training our teams to do that.” 

For Lovesac, that means shifting to an overall company revenue goal that’s less focused on channel – and training their staff to take on an omnichannel approach to service. “We cross-trained all of our showroom managers on what it is like to work as a customer service agent,” explained Breunle. “The showroom associate is now able to wear many hats other than just going into the showroom, opening it operationally and doing demos all day. Our teams are doing many other things now in terms of assisting the customer where the customer wants to be assisted.”

We never get tired of learning about the retail trends that are driving this industry, and what industry leaders see on the horizon. Stay tuned for more industry insights at upcoming events!

Collect actionable workforce insights with Nudge Analytics

Collect actionable workforce insights with Nudge Analytics

We believe all employees should have the tools, knowledge, and support to do great work every day. But in larger organizations, it can be challenging for head office to know what their frontline needs – to tap into the workforce insights that should be driving the business. 

What are workforce insights? 

As we explained last week, workforce insights are the output of workforce analytics, the key employee metrics that can be tracked to make fact-based, data-driven decisions around improving performance, engagement, and more. 

Workforce insights are the stories this valuable data tells: “How engaged is your workforce? How reachable are your teams in uncertain times? How confident are your employees in executing current or future programs and strategies? These aren’t questions to answer with your gut. These are questions that can – and should – be answered with data.” (Check out our workforce analytics explainer for more on this.)

What’s so special about Nudge Analytics? 

Nudge Analytics helps organizations ensure that each and every interaction with their frontline is relevant and actionable. By analyzing the performance of their communication strategies, Nudge Analytics gives organizations the insights they need to improve employee engagement, productivity, and performance.  

At Nudge, we take analytics very seriously. We have four guiding principles that guide our approach to data:

1. Analytics should answer real questions 

We want to help organizations answer real questions, not just share numbers. Are my teams aware of the new marketing promotion? How knowledgeable are my teams? Where are there knowledge gaps and why? These are the questions we look to answer. 

 

2. Analytics should be actionable 

Data is only helpful if it prompts action. Nudge Analytics tells a story – and enables you to take action based on what that story is telling you. 

 

3. Analytics should be intuitive 

Nudge Analytics are organized in a way that enables anyone to analyze and extract meaningful insight quickly and easily. We’re always looking for ways to improve our user experience and make the process as simple as possible. 

 

4. Analytics should match your business 

Nudge Analytics gives you the flexibility to drill down into the data that matters to your organization. You can see how various levels of the business are performing while maintaining a birds-eye view to see the whole picture.

How does Nudge Analytics work? 

Nudge Analytics dashboards make it easy to assess workforce engagement, quantify staff confidence, and evaluate operational readiness for key initiatives and procedures. Our actionable recommendations enable organizations to proactively address performance gaps and pivot quickly. Armed with a data-driven view of your employee communications, feedback, and engagement, organizations are set up to drive better business outcomes. 

To learn more (and to see our dashboards in action!) speak with our team today.

Introducing the DESKLESS 2021 Community and Event Series

Introducing the DESKLESS 2021 Community and Event Series

Today is an exciting day for Nudge. 

Today, we launch a community for you: frontline believers.

Who are frontline believers? We’re talking about deskless and frontline executives that believe in the power of their people. Industry leaders that know there is a better way to enable employees to do their best work, every single day. Until now, these deskless organizations have never had a community to share ideas, address concerns, and gain expert insight into how to set up their workforces for success. Deskless organizations have had to make do with technology, events, and communities that were really created for deskbound workers. 

But today, that changes. Nudge is thrilled to announce DESKLESS: the first-ever community and event series created specifically for deskless and frontline leaders. This fall, we’ll run our inaugural event series, DESKLESS 2021: Spark Sessions. These aren’t your standard B2B webinars or day-long digital conferences. Spark Sessions are part interactive experience, part networking breakout, and part educational session. Think tea tastings paired with industry leaders sharing their secrets. Cooking classes combined with roundtable discussions and demos. These are the events that will transform your workforce. 

Space is extremely limited for these interactive virtual events, so we invite all of our frontline believers to join the waitlist today to get exclusive early access. 

Q&A: Nudge CTO Dessy Daskalov on women in engineering

Q&A: Nudge CTO Dessy Daskalov on women in engineering

To celebrate International Women in Engineering Day, we sat down with our own CTO and co-founder, Dessy Daskalov, to talk about her journey in engineering, building diverse teams, and much more.

What led you to a career in engineering? 

Dessy: I was born in Bulgaria and moved here when I was seven. My parents were very excited to move to a country with lots of opportunities for me and my brother. And early on, my dad was really excited about the very early tech entrepreneurs, like the Larry Pages and Sergey Brins of the world. He was always talking to us about, “Hey, these two people changed the world with computers. It doesn’t take a lot – it doesn’t take a lot of family wealth and degrees. That stuff helps, but you can do it as one person with willpower and hard work. You can do it.”

He wasn’t necessarily telling us to do it, but he was always telling us these stories. And I think early on both of us bought into it quite a lot. So I always knew from those early days that I wanted to be an entrepreneur. I was always math- and engineering-oriented and I ended up doing engineering in school thinking that it would help me develop the skills to eventually grow a company. 

What was it like entering the world of engineering as a woman? 

When I was in school, there weren’t many women. Queens actually had more women than most schools, but still we were around 13% of the engineering class. I knew that going in, and it stuck with me, OK -– this is better and we’ll just keep making it better. I think in school, as long as you have a few people in your camp, it matters less whether you make up 50% of the room or not. In school, people are on more even ground. You’re all moving together in the same direction, and that equalizes it a bit. Whereas in the business world, people are starting out at different places. Some are more advanced in their career, some are less advanced, there are more discrepancies. 

So, I’d say I was aware of the fact that I was entering a world with a lot of men, but I wouldn’t say it posed challenges in school. Going into the workplace was another ball game. My first job was at a mining company and it was every stereotype you can imagine of a female coming into a very male-dominated space. None of it was ill-intentioned – it was the culture they were in and had been in their entire lives. 

I later started at Eloqua, where there were 300 or 400 employees. It was really great for me, because I learned what it was like to build a small piece of something very large and growing. Eloqua was very influential in the marketing world, and a fantastic startup success story in Toronto. At Eloqua, I found that while there were some challenges being a female in a predominantly male space, there were also advantages. Amongst 30+ developers there were very few women. That can be looked at as an advantage in some ways. You stand out a little bit more. 

What led you to co-found Nudge? 

After a few years at Eloqua I decided, OK – I’ve learned what it’s like to be a small part of this bigger thing. Now I want to build software from the ground up. So I went to TWG. I was their ninth hire at the time, building software from the ground up for everyone from large companies to entrepreneurs looking to build out an MVP. I did that for a year and then told them that I was ready to do my own thing. I said, “I’m going to be an entrepreneur. I’ve always wanted to do this, and I’m just going to do it.” And they said, “Do you know what you’re going to do?” And I said, “Nope – but I’ll figure it out.” They told me they’d just met a woman named Lindsey and she had an idea for a product. She had customers lined up and was looking for a technical co-founder. 

So Lindsey and I met up a few times, had some beers, and talked about the future of everything from environmental sustainability (because that was the focus of the product early on) to what it means to grow a software company. It’s funny to think back on those days. We hit it off from the start and partnered to build the software that would become Nudge. 

Can you speak to the role of diversity in an effective engineering team? 

In any industry where there’s a particular demographic that controls the industry – they’re generally going to tend to build for that demographic, whether it’s intentionally or unintentionally. So bringing different backgrounds, voices, and approaches to a team is important. Women and men see and experience the world differently. People of different racial backgrounds do as well. For us, if we think about our audience being frontline employees, there’s going to be a really diverse group of people using our app. If we don’t have that diversity reflected in our team, there’s fear that we’re not serving up the ideal experience for all of our users. But I think it’s much more important to have a diverse company as a whole. You want every team to be diverse, but you want a diverse company as a whole because those things can be caught in other ways as well. 

But building those diverse teams can still be difficult. 

It’s tough, from a population of candidates standpoint. It’s a pipeline issue. You haven’t had enough women in the pipeline for decades, and then it takes 10-20 years to build that pipeline because you need women to go through school and graduate. So that’s definitely an issue. 

There’s also some programs now that act as really good accelerators for women. There are coding camps that are helping bring more people in faster. It still takes years to develop the expertise to become a senior level engineer, so we still need to wait for that to happen for hiring. Personally, I’m looking forward to having a slightly bigger team at Nudge so that we can bring in junior engineers and give them the attention and the effort they need to become stellar female senior engineers. That’s what we should all be doing. 

Thanks to Dessy for sharing her story with us today! (Psst…we’re always looking for talented women to join our tech team! Check out our open roles here.) 

Nudge at NRF Retail Converge

Nudge at NRF Retail Converge

This week, Nudge will be going deep into the world of retail at NRF Retail Converge! This week-long event takes a multi-disciplinary approach to retail, covering everything from customer experience to supply chain logistics. The schedule is jam-packed with keynotes, speaker sessions, and a marketplace where Nudge is chatting with thousands of retail leaders about how employee communication drives sales, CX, retention, and much more. 

Visit Nudge’s marketplace booth today!