The Consistent Customer Experience Series

6-Month Series on Customer Experience

WEBINAR SERIES

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Series Schedule

ON DEMAND

Understanding How to Deliver a Consistent Customer Experience

SPEAKERS

SCOTT KNAUL
CEO
SMK Workforce Solutions

In this 60-minute webinar we will kick-off our Consistent Customer Experience webinar series. We will clearly identify the elements that define the customer experience and will explore why delivering a consistent experience is critical for your brand and bottom line. We’ll outline the processes, tools and technology that enable retailers to deliver their vision for their customers.

Sessions will take attendees through the entire process of optimizing the customer experience, including strategies around: payroll, labor allocation, communication, space optimization and data analytics. Each presentation also will include an inside look at these strategies in action.

ON DEMAND

Winning The Battle Of Customer Service Vs. Task: Optimizing The Customer-Centric Payroll Equation

SPEAKERS

DARREN BOWDEN
Vice President of Retail Services
Connors Group

Store teams are confronted with competing priorities every day. What determines which stores stand a chance to manage those decisions effectively? Allocating payroll and scheduling based on the actual time activities take is a good place to start. Understanding the impact of customer interaction based on brand-specific, statistically-relevant behavioral studies helps shape in-store decision making, too.

This session will focus on foregoing the guesswork associated with allocating payroll and scheduling by establishing appropriate labor standards for store-based activities, and demonstrates the value of measuring how the customer shops your brand and the impact associate behaviors have on that experience.

ON DEMAND

Growing Revenue While Controlling Labor Cost

SPEAKERS

JOE OLSON
EVP and GM Workforce Management
Empower Software Solutions

Do you have the right people in the right place at the right time? When you’re able to answer YES to this question 100% of the time, you are consistently delivering your customer experience and holding the line on expenses while maximizing labor productivity.

In this session, attendees will learn about the key strategies to delivering the best customer experience through labor optimization for companies of all sizes. This presentation is designed for all executives leading the way in workforce management, from HR to Operations/Finance and IT.

ON DEMAND

Communication Matters: Solving the Store Execution Challenge

SPEAKERS

JANET HAWKINS
President and CEO,
Opterus

RICK PETERS
Chief Product Officer
Opterus

Simplification is the key to communications within the store. This session will explain how to drive performance, improve customer satisfaction and increase employee productivity with a cloud-based communications solution. When every store receives the same information, messages and tasks, then you can ensure that your customers will receive a consistent brand experience throughout your enterprise.

Attendees will learn about the components of a best-in-class solution that will improve visibility and mitigate compliance risk while offering ease of customization. When you can make your message simple and easy to understand, your employees can focus on what matters most, your clients.

ON DEMAND

Conquer the Fitting Room – Make the Most of Your Most Valuable Real Estate

SPEAKERS

MARGE LANEY
CEO
Alert Tech

BRIAN LANEY
VP of Marketing
Alert Tech

In this session, attendees will learn about the truth behind the some of the most valuable square footage in a retail store: the fitting room! This part of the retail store often is overlooked as a revenue generator or customer engagement opportunity. Presenters will share tips and tricks about transforming the fitting room into an engine to increase sales and build customer loyalty. Using a SaaS-based analytics solution, retailers can track store activity and assign data-informed goals to coordinate shopper behavior with fitting room activity. You will be able to take these lessons and apply them to your customer experience to ensure you can define and quantify this process.

ON DEMAND

Understand In-Store Shopper Behavior With Precise Location Analytics

SPEAKERS

PATRICK BLATTNER
Chief Product Officer
ilnside

ANNE MARIE STEPHEN
Vice President Retail Sales and Customer Development
iInside

Taking a strategic approach to location performance measurement can reap big rewards by boosting sales and increasing customer satisfaction. Retailers must strive to understand shopper behavior in each department, including when they visit, how long they stay and what they do after visiting specific locations, information vital to defining and quantifying the desired customer experience. This data can help to determine performance at the departmental, brand or end-cap level – affecting customer experience and retail success.

This presentation will offer insights into the highest value applications of location analytics, including how location analytics measure the effects of marketing, merchandising and store operations on consumer experience and retail performance.