Customer experience is intricately linked to, reliant on and powered by retailers’ frontline associates. Why, then, do retailers struggle to empower them with the right tools, training and incentives?
As small and mid-size restaurants face new competitors, strive harder to please customers, and strengthen digital operations, they must utilize focused insights to improve business performance.
As retailers struggle with excess capacity, too much product, and a need to enhance the customer experience, it’s time to experiment with new (and old) ways of doing things. The marketplace model just may be that way.
Retailers clearly associate an excellent employee experience with the ability to deliver a great customer experience. Why, then, do only 1 in 10 adequately enable their frontline workforce with tools and training?
Retail innovators are redefining the role of brick and mortar stores in the context of their overall business model and customer experience. Here’s a look at 4 retail upstarts, and the lessons they offer larger retailers weighed down by legacy.
Incisiv’s resident road warriors arrived at Starbucks’ Reserve Roastery & Tasting Room in Seattle for a quick visit. I sat down with them soon after for an informal chat about their experience.
People are the core of digital transformation. “Digital” is more than selling stuff on the web. The core of retail needs a gut rehab. This, and more in my recap of SAP’s 2017 Retail Executive Forum in NYC.
For all the talk of an imploding retail industry, two retailers have proven that with the right strategies and proper execution, the retail model can thrive. Why Sephora & Ulta Beauty are putting other retailers to shame.
Small and mid size restaurants fail to exploit the rich trove of customer data they possess to improve business performance. Let’s debunk 3 myths that stop them from doing so.