Dr. Dave Oventhal’s Post

Umm, this is great The Home Depot, but I'm kind of shocked that corporate employees weren't already doing store shifts to better understand the customer and associate experience. This used to pretty much be standard protocol across the industry, but it's become pretty apparent that it's fallen out of favor given the state of physical retail across so many brands. Hopefully this is a trend that will catch fire, because it provides much needed visibility for the people making systemic decisions. #customerexperience #cx #operations #retail

WHAT IF YOUR #RETAILBUSINESS VANISHED TOMORROW? Imagine one morning when your store doesn't open. Customers pause at the locked doors missing the warm greetings & familiar shelves Your employees feel a void where their daily routines & friendships once filled their days Suppliers find an empty slot where your orders used to be If the thought of this doesn’t leave a lump in your throat, perhaps it's time to RETHINK what your store REALLY MEANS to people THE HEART OF YOUR BUSINESS Building a RETAIL BUSINESS that people would deeply miss goes beyond just selling products It's about crafting a place that's woven into the fabric of their lives, supported by SOLID OPERATIONS & CONTINUOUS IMPROVEMENT Here’s How ROBUST #OPERATIONS-Imagine your store as a HEART each BEAT a transaction EACH BREATH a customer interaction When every part works perfectly, your business becomes more than a store- it becomes a part of everyday life #PROCESSEXCELLENCE: It’s about making every visit to your store a little brighter than the last Elevating every moment connected to your brand isn’t just good business- it’s a way to make a difference ONE SMILE at a time BUILDING MORE THAN JUST PROFITS #PROFITABLE-Streamlined operations mean not just savings but also the ability to give back more to your customers your employees & your community #USTAINABLE-Think of sustainability as resilience the strength to stand firm against storms of market changes & keep your doors open, come what may #SCALABLE-Growing your business without losing its heart means every new store replicates the warmth and care of the first THE TRUE MEASURE OF SUCCESS IF YOUR STORE DISAPPEARED, WOULD IT LEAVE A VOID IN YOUR COMMUNITY? True success means becoming #irreplaceable creating a legacy that touches lives & outlasts your presence If the thought of your business vanishing tugs at your heartstrings, you’re doing something right If not there’s still time to make your business an #inspiration in your community Focus on perfecting your operations & enhancing every process AIM NOT JUST TO BE ANOTHER #RETAILSTORE but a cherished part of your community- a place that TRULY MAKES A DIFFERENCE In my opinion THE TRUE & LIVE EXAMPLE OF TODAY'S ARTICLE IS 'DMART' TAKE THE FIRST STEP TODAY-Evaluate & enhance your store's operations & customer interactions Make your #retailbusiness not just a shop but A COMMUNITY CORNERSTONE THAT's TRULY MISSED WHEN IT's GONE Reach out for a consultation or VISIT: johnstamang.com to learn more about how you can transform your Retail Business into a beloved part of your local community DON'T JUST MAKE A DIFFERENCE- BE THE DIFFERENCE John S Tamang Retail Operations & Process Excellence Expert #IndianRetail #RetailIndia #RetailTechnology #StartupIndia #IndianEntrepreneurs #RetailInnovation #IndianBusiness #retailindustry #jewelry #furniture #fashionretailing Croma Reliance Retail Reliance Digital Retail Ltd. Shoppers Stop Vijay Sales

Department store group John Lewis has proposed significant changes to its in-store operations as it seeks to increase the time that staff spend with shoppers, reported Retail Week. The changes are likely to lead to the loss of 153 roles – about 1% of the workforce. John Lewis proposes: - to adapt partner hours “to make sure we’re focused on meeting the needs of customers”. - to end the present distinction between front and back of store roles, giving more flexibility so more staff are on the shop floor at busy times. - “greater focus on pre-trade activity and making sure that product availability is as high as possible” - simpler stock and replenishment processes. - £5m investment in digital headsets, improving communication in stores, to reduce waiting time for shoppers and cut the time employees spend hunting each other down. - to introduce mobile payment to 5,000 partner devices, allowing customers to be served on the shop floor rather than at a till - to install dedicated call points in shops, such as in fitting rooms and collection areas, allowing customers to more easily ask for help. - to invest £1m in mobile printers so that missing shelf-edge labels – the replacement of which is currently a labour-intensive process – can be addressed quickly.

🛍️ Despite an 80% increase in store closures in 2023 compared to 2022, the retail landscape is not just surviving; it's evolving. As brick-and-mortar stores navigate closures and consumer behaviour shifts, exceptional customer service's importance stands out more than ever. In this latest article, we delve into strategies for staying ahead, including the critical role of employee training and development. Read here 👉 https://lnkd.in/e3BnWZqu Stay tuned for insights on fostering a customer-centric culture and maximizing success in retail. #RetailTrends #CustomerServiceExcellence #EvolveHRS

Coverage in retail stores was unexpected. I went shopping recently before an upcoming trip to about 10 stores and here is what I noticed. The majority of stores were understaffed. I had several items in my hand, not once greeted, had to find my own fitting room and ask the person at the cashwrap if it was okay for me to go in. In one store, both fitting rooms were full of product and plenty of people standing around to have these cleared out prior. One store had just one person behind the cash wrap that couldn't leave to help other clients, leaving opportunity for shrink, poor conversion and overall bad experience. I always prefer shopping in store vs online but might not go back to these stores. There were stores that had coverage, greeted on time, but didn't try to suggestive sell after I had spoken about an upcoming trip and had items I wanted to try..they just gave me different sizes in the items I had picked out. The energy was low, and no one seemed excited to be there. Now, this could be an off day, and several stores I've walked into in the past have been exceptional! I sympathise, because I've been there myself and had issues with coverage due to turn over, call outs, and availability gaps with my schedules. When this happens, you're not always in the best of moods, and neither is your team. The clients can see it as well. I wondered if these stores had the right coverage and assistance they needed from Reflex how things would be different. I don't want to shop online and I love going to stores, but I can see how one experience/impression can change a clients mind. A lot of retailers try to reduce payroll as their way of controlling costs, but it's not working. It's causing more shrink, turnover, poor conversion, and damaging the brand experience. Adding the correct coverage and having access to associates within hours will create a better experience for the store and drive better results/sales allowing you to add more payroll vs. reducing it. This also isn't just my opinion, I've spoken to hundreds of store leaders who all wish they had Reflex to leverage in their stores. It's 2024, retailers should be able to incorporate a flexible labor model like Reflex to drive better results, have the correct coverage in stores, and increase the in store experience for all. #coverage #shortstaffed #retail #retailleaders #retailmanagers #management #payroll #retailing

The wonderful world of retail definitely comes with its challenges - not least the increased pressure to cut costs. That means, unlike years gone by, retailers can no longer afford to have huge teams of staff. Instead, they need to be able to empower smaller teams to broaden their skill sets to keep costs low and customers happy. Business Development Director, Øyvind Fosser, gives his insights into finding the perfect balance below ⬇️ https://lnkd.in/eVWZYCJC #Retail #CustomerService #WorkplaceTraining

In the latest ConnectCRE Retail Series, our Director of Leasing, Rhiana Lindsey, joins industry experts in discussing the positive outlook for retail, the importance of customer experience, and how technology is shaping the future. With consumer spending holding strong and retail space in high demand, the sector is primed for exciting growth. Check out the full article below!

I think I've said before that John Lewis & Partners has lost their way, and this latest news courtesy of Retail Gazette does not really offer much comfort. Their strapline of "never knowingly undersold" was their USP - customers knew that they were more expensive than M&S, Next, etc but there was a wholesomeness to the shopping experience with them. The focus is now being on making it easier to buy from them rather than making sure that you are selling the right product lines in the right places. Floating tills feels like a diversion to me. In a world where maintaining market share is increasingly competitive (noting that Sainsbury's have taken advantage of Asda's loss of focus), having the right retail strategy is so important. It took M&S years to right themselves - here's hoping John Lewis can get there faster. #turnaround #restructuring #retail #consumer #fashion https://lnkd.in/e48zuPap

Back of house operations are a crucial aspect of retail management. Ensuring efficiency in areas such as inventory management, staffing, and organization is key to running a successful retail business. Implementing best practices in the back of house can streamline operations and ultimately improve the overall customer experience. From keeping a well-organized storage system to implementing a reliable inventory tracking system, attention to detail in the back of house is essential for maximizing productivity and minimizing errors. Remember, a well-run back of house is the foundation of a successful sales floor. Let's strive for excellence in all aspects of retail operations! 👍 #RetailManagement #InventoryControl #EfficiencyInRetail #CustomerExperience #RetailOperations #RetailBestPractices #BackOfHouseExcellence #OrganizedRetail #RetailSuccess #RetailTips #RetailStrategy #RetailAnalytics #RetailInnovation #OperationsManagement #CustomerSatisfaction.

Productivity in retail stores plays a critical role in the overall success of the business. Here’s how it benefits the business: 1. Increased Sales: Productive employees help drive sales by being more attentive, knowledgeable, and proactive in assisting customers, leading to higher conversion rates and repeat business. 2. Improved Customer Experience: Engaged and efficient employees provide better customer service, enhancing customer satisfaction and loyalty. Positive customer experiences can lead to word-of-mouth referrals and long-term brand advocacy. 3. Reduced Operating Costs: When employees are productive, tasks such as stocking, merchandising, and checkout processes are completed efficiently, reducing waste of time and resources. This helps in optimizing labor costs, minimizing errors, and streamlining operations. 4. Higher Employee Morale: Productive employees tend to feel more engaged and motivated, which can reduce turnover and the associated costs of hiring and training new staff. Happy employees can also improve workplace culture, creating a positive environment that fosters teamwork and collaboration. 5. Better Inventory Management: Efficient employees help ensure that products are well-stocked, correctly displayed, and quickly replenished. This reduces stockouts or overstock situations, enhancing sales opportunities and improving cash flow management. 6. Faster Adaptation to Changes: Productive employees can adapt more quickly to new promotions, product lines, or market changes. This flexibility helps the business stay competitive and responsive to industry trends. Overall, employee productivity in retail translates to increased profitability, better customer retention, and operational efficiency. #Retail #RetailStores #Growth #Productivity