Operations
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The “future” of retail is a throwback to the physical store
As reported in a recent Retail Dive article reflecting on key takeaways from NRF’s 2020 Big Show, physical retail is experiencing a “comeback” of sorts. Though industry commentary has been refuting the “retail apocalypse” for years now, the offline channel continues...
Foodservice safety: Five best practices for sustained knowledge retention
It’s fair to say that the foodservice industry has covered its bases when it comes to employee safety. Almost all businesses must be registered and are required to have some level of health, safety, and compliance program, usually a part of their new hire onboarding...
Three mobile campaign pillars to impact your frontline and drive performance
Brands driven by customer experience rely on their frontline staff to deliver on the heightened expectations of today's consumers. However, when misaligned with company goals and initiatives, employees provide inconsistent levels of service and an unreliable customer...
How brands are using these 3 Nudges to drive results
Time and time again studies show that companies with highly engaged employees outperform their competitors. With spring well on its way, why not dust off your employee engagement and communications strategies to create teams that are knowledgeable, engaged, and...
Highlights from Retail TouchPoints store operations survey
Retail TouchPoints recently published its sixth annual Store Operations Survey, once again declaring it “safe to take brick-and-mortar off the endangered species list.” But even though offline still has a prominent place in today’s omnichannel world, retailers are...
KPIs in retail: Traditional metrics still prevail
Findings from the Retail TouchPoints sixth annual Store Operations Survey reveal that KPIs in retail are still staggeringly siloed by channel.Senior retail operations leaders surveyed for the recent report revealed that traditional metrics of YoY store...
Retail sales are merry and bright… but there’s something missing
A healthy economy and strong consumer confidence are proving optimistic retail forecasts correct this holiday season. The NRF released holiday sales predictions in the fall, with a projected increase of nearly 5% over 2017.With 80-95% of US holiday spending still...
The gap in every CX plan
In recent years, retail, foodservice, and hospitality brands have strived to improve the customer experience. From loyalty programs to voice of customer initiatives to the digitization of customer experience, it has been assumed that by investing heavily in the...
Retail roundup: 3 trends changing the in-store experience
Over the last few months, I’ve been fortunate to attend several conferences throughout North America, including the Retail Innovation Conference, Store Conference, and Future Stores. At each event, we learned about the most important trends impacting...
Doug Stephens on the future of the physical store
Consumers are increasingly turning to mobile to conduct research, compare prices, and purchase products. According to Forrester, over one-third of total U.S. retail sales are influenced by a mobile device during the buying process. As e-commerce continues...