This document discusses how workforce management can be used to deliver superior customer experience. It defines key aspects of customer experience and workflow that should be defined and quantified, including customer interaction standards and labor standards. It also discusses how scheduling tools can align labor budgets with customer expectations and workflow requirements. Automating areas like labor budgeting and scheduling can help retailers better connect workforce management with customer experience.

1. A
Day
in
the
Life
of
a
Connected
Store
Leveraging
Workforce
Management
to
Deliver
Superior
Customer
Experience

2. WELCOME
W EBINAR
A TTENDEES
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is
made
of
2
parts:
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3. Follow
this
webinar
on
Twi@er:
#LiveWebinar
@RTouchPoints
@Infor

4. About Retail TouchPoints
 Launched
in
2007
 Over
20,000
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5. SPEAKERS
• ScoO
Knaul
VP
Strategic
Services
Workforce
Insight
• Rochelle
Schard
Director
of
Industry
&
Product
MarkeGng
Infor
WFM
Workbrain
• Andrew
Gaffney
Editor,
Retail
TouchPoints
5

6. A
Day
in
the
Life
of
a
Connected
Store
New
RealiGes
for
Retail
 69%
of
consumers
said
they
are
smarter
about
shopping
than
a
few
years
ago,
and
63%
claim
to
be
more
demanding.

7. A
Day
in
the
Life
of
a
Connected
Store
The
Need
To
Stay
Connected
• 90%
of
execuGves
think
customer
experience
is
very
important
or
criGcal
for
their
companies
and
80%
are
trying
to
use
it
as
an
area
of
differenGaGon.
• Customer
retenGon
is
the
No.1
key
performance
indicator
for
workforce
management
in
Aberdeen
Group’s
Workforce
Management
for
Retailers,
July
2010.

8. POLL
WHAT
I S
Y OUR
T OP
D RIVER
FOR
W ORKFORCE
MANAGEMENT?
8

9. CUSTOMER
E XPERIENCE
|
T OP
D RIVER
F OR
W FM
Retail
Workforce
Management
Benchmarking
Study
–
Workforce
Insight,
Jan
2011
Customer
Experience
9

10. CUSTOMER
E XPERIENCE
|
D ELIVERING
O N
T HE
V ISION
CUSTOMER
STORE
INTERACTION
ENVIRONMENT
1DEFINE
IT
2 QUANTIFY
IT
10

11. CUSTOMER
E XPERIENCE
|
H OW
D O
Y OU
D EFINE
I T?
1 DEFINE
IT
• What
type
of
customer
experience
do
you
have?
(value
based
retailer,
high
touch
environment)
• What
are
the
clients’
expectaGons?
• Define
the
type
of
environment
you’re
building
in
your
store/locaGon.
• What
metrics
support
your
experience?
11

12. CUSTOMER
E XPERIENCE
|
H OW
D O
Y OU
Q UANTIFY
I T?
2 QUANTIFY
IT
• Time
standards?
• Customer
experience
models?
• What
metrics
do
you
have
to
support
your
experience?
12

13. A
D AY
I N
T HE
L IFE:
T HE
R EALITIES
O F
W ORKFLOW
STORE
LEVEL
WHEN
TO
TASKS
EXECUTE
1DEFINE
IT
2 QUANTIFY
IT
13

14. WORKFLOW
|
H OW
D O
Y OU
D EFINE
I T?
1 DEFINE
IT
• What
type
of
workflow
do
you
ask
your
stores
to
execute?
• Do
you
have
opGons
on
where
the
work
is
performed?
• What
type
of
work
provides
value
to
the
customer?
• What
efficiencies
can
you
find
in
the
workload?
14

15. WORKFLOW
|
H OW
D O
Y OU
Q UANTIFY
I T?
2 QUANTIFY
IT
• Do
you
have
labor
standards?
• Do
you
have
metrics
that
align
to
the
standards?
• Do
you
have
tools
to
help
build
efficiencies?
15

16. SCHEDULING
|
T O
T HE
C USTOMER
E XPERIENCE
CUSTOMER
EXPERIENCE
WORKFLOW
Transac@ons
Customer
Produc@vity
Work
Required
or
Traffic
X
Service
Standard
(SOP)
X
(Workflow
Standard
Council)
PAYROLL
ENGINE
BUDGET
ALLOCATION
BY
STORE
16

17. WHAT
A RE
Y OUR
O PTIONS?
CUSTOMER
LABOR
EXPERIENCE
BUDGET
+
WORKFLOW
CHANGE:
1 Budget
2 Workflow
3 Customer
Experience
17

18. POLL
WHICH
A REAS
O F
Y OUR
WORKFORCE
M ANAGEMENT
ARE
C URRENTLY
A UTOMATED?
18

19. Labor
B udge@ng
&
S cheduling
A dop@on
Retail
Workforce
Management
Benchmarking
Study
Workforce
Insight,
Jan
2011
19

20. 7
M UST
H AVES
|
W FM
-­‐ >
C USTOMER
E XPERIENCE
1.
RealisGc
2.
Engaging
3.
Accurate
&
Relevant
4.
AcGonable
5.
Accountable
6.
Tech-­‐enabled
7.
Sustainable
20

21. Q&A
Your
GoToWebinar
A/endee
Viewer
is
made
of
2
parts:
1.
Viewer
Window
2.
Control
Panel
Type
your
ques@on
here

22. SPEAKERS
• ScoO
Knaul
VP
Strategic
Services
Workforce
Insight
• Rochelle
Schard
Director
of
Industry
&
Product
MarkeGng
Infor
WFM
Workbrain
• Andrew
Gaffney
Editor,
Retail
TouchPoints
22

23. RETAIL
W FM|
W FM
L EADERSHIP
S UMMIT
Join
more
than
100
retailers
parGcipaGng
in
the
Retail
WFM
2011
Leadership
Summit
&
Benchmarking
Series
New
York
|
August
5
Los
Angeles
|
August
19
Register
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men@on
to
receive:
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to
R e t a i l W F M . c o m
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Only
23

24. Thank You
You can download the presentation deck by going to:
h/p://rtou.ch/Connected_Store