Acing the Great Return

Acing the Great Return

Acing the Great Return

 Fostering next-level CX in uncertain times through better staff communication.

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Now more than ever, retailers are looking to stay profitable and resilient by elevating the all-important customer experience. But in these uncertain times, so much change in the physical retail space has made it difficult to focus on meaningful – and consistent – customer interactions, not to mention bridging the gap between physical and digital experiences.

The secret to nailing the Great Return? Investing in your frontline communications and feedback loop. Your associates have a critical role to play in enhancing the customer experience – and helping your organization stay agile and responsive by tapping into your consumers’ expectations, attitudes, and behaviors.

Learn from Rachel Huckle, the Chief Retail Officer at Staples Canada and Nudge’s COO, Jordan Ekers on how you can help your organization stay agile and responsive in uncertain times by fostering next-level CX.

Mastering customer and staff experiences for reopening

Mastering customer and staff experiences for reopening

With COVID-19 restrictions across North America, the retail and foodservice industries are dealing with new challenges and unprecedented levels of change, for both customers and frontline employees. New operational procedures and mandates are being implemented rapidly to meet elevated customer expectations.

How will your brand ignite its frontline workforce to deliver a better customer experience and execute on-going operational changes with excellence?

Watch our 1-hour webinar to hear from industry leaders about key customer and employee considerations for reopening and beyond.

We’ll dig into the following topics:

  • How retail and foodservice brands are navigating evolving operational challenges
  • Strategies for re-engaging frontline teams to execute on customer experience
  • Key customer and employee considerations to keep top of mind as brands settle into a “new normal
  • …and more!
[ON-DEMAND WEBINAR]

Mastering customer
& staff experiences
for reopening
& beyond

Presented by Nudge & Medallia

Our speakers

Rudy Irish

Director, Sales & Customer Experience
Staples Canada

Nicole Lanni

Consumer Insights Manager
Gap Inc.

Oliver Rodbard

Senior Vice President, Operations
Freshii

Erica James

Global Head of Retail Practice
Medallia

Brennan Wilkie

Chief Revenue Officer
Nudge

How to prepare your store associates for the “next normal”

How to prepare your store associates for the “next normal”

[ON-DEMAND WEBINAR]

Prepare your store associates for the “next normal”

Featuring Marc Galloway, VP of Store Operations at Soft Surroundings

Phased retail reopening has begun and whether you’re ready or not, it’s time to get back to business. As locations open, it’s clear that frontline associates are playing a more critical role than ever before, especially when it comes to educating customers on how to navigate the new in-store experience. The brands that succeed in this “next normal” will be those that are able to communicate changes effectively, inspiring their teams to execute on new protocols and procedures and meet heightened customer expectations.

How will you ensure that your brand will thrive in the new retail world order? Watch our 45-minute webinar where we discuss strategies for activating your workforce and mobilizing associates to exceed customer expectations alongside Marc Galloway, VP of Store Operations at Soft Surroundings.

 

We’ll dig into the following topics:

  • Understanding the consumer preferences of tomorrow
  • Creating blueprints for reopening and beyond
  • Activating a “new normal” by engaging your associates
  • …and more!

Meet our speakers

Marc Galloway

VP of Store Operations, Soft Surroundings

Jordan Ekers

Chief Customer Officer, Nudge Rewards

The fourth transformation in retail: Narrowing the experience gap

The fourth transformation in retail: Narrowing the experience gap

The fourth transformation in retail: Narrowing the experience gap

Deliver a consistent customer experience by improving the frontline experience

Let’s mobilize your frontline

Retailers continue to invest heavily in building more memorable experiences, both in-store and online, yet fail to address one of the most critical parts of their relationship with loyal shoppers–the human interaction between their own frontline associates and customers.

With 82% of global consumers wanting more human interaction in their customer experience, frontline staff play a crucial role in the customer journey and need the right tools and information to influence transactional behavior, which brings us to the fourth transformation in retail.

 

Download our 15-page ebook to discover:

  • The three transformations in retail
  • The experience gap between customers and employees
  • The next transformation in retail
  • Four key components to improving customer experience, frontline performance, and the employee experience

A preview of what’s inside