Are your customers’ experiences profoundly remarkable?

RCE_com“What does emotional connection mean to you?” I asked a senior leader of a retail chain. I was expecting an insightful answer. “It means being helpful, courteous, and respectful to customers,” he replied. I probed a bit further. “How is emotional connection different from plain, ordinary customer experience?” I got a speech about being treated like a person and not a like a number. He ended with: “We need to stop treating customers like consumers and started treating them like friends.” He made it sound unique and new.

The retail workforce in the age of Amazon Go

RCE_comThe idea of quickly popping into my local grocery store and walking out with everything I need for dinner, without waiting in long lines, is undoubtedly appealing to almost every shopper. That desire to streamline in-store shopping and reduce friction is what Amazon Go is all about and what has made its arrival, and potential expansion, the talk of the retail industry. Of course, shoppers are demanding a streamlined and personalized shopping experience across all retail channels, but many are left wondering what the impact of associate-free checkout will mean for the future of hourly retail workers.

How sales staff are changing the retail customer experience

RCE_comAt nearly 60 percent of the workforce, hourly workers are an economic powerhouse.

To deliver great customer experiences to consumers, employers must pay attention to hourly workers’ needs. Looking ahead and adapting workplace policies that align with shifting dynamics of the workforce means paying attention to workers’ top concerns, including health benefits, vacation time and bonuses. Being able to balancing benefits with business sense is no easy task. To help stay ahead of the curve, here are several ways employers can work toward cultivating loyal workers to best serve customers.