Aligning the labor model with the customer experience allows retailers to deliver a unique, compelling customer experience and build customer loyalty.
Aligning the labor model with the customer experience allows retailers to deliver a unique, compelling customer experience that helps to build customer loyalty. Retailers should view customer experience success as one of the key success criteria of the labor model.
To build an effective labor model, retailers must first define and document the customer experience in the form of operational, merchandising, marketing, customer services, and selling standard procedures.
Retailers use many traditional methods to gauge the customer experience, including data and analytics, in-store technologies, customer feedback and research, and field management feedback.
Working from established, documented standards and best practices, retailers can define metrics and manage performance to ensure the customer experience is executed in a standard manner across all stores.
“Although many factors contribute to the customer experience, there is one element that is common to all — store labor hours.”
Retail Strategic Advisor