The	
  Final	
  Piece	
  of	
  the	
  Puzzle	
  	
  
Communica*on	
  Ma,ers!	
  
#CCES	
  
PRESENTED	
  BY	
  
Solving	
  ...
#CCES14	
  
Welcome	
  Webinar	
  AFendees	
  
#CCES14	
  
Follow	
  This	
  Webinar	
  On	
  TwiFer	
  
#CCES14
#CCES14	
  
About	
  Retail	
  TouchPoints	
  
ü  Launched	
  in	
  2007	
  	
  
ü  Over	
  28,000	
  subscribers	
  
ü...
#CCES14	
  
Panelists	
  
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
MODERATOR
Janet Hawkins
President & CEO
Opterus ...
#CCES14	
  
About	
  Opterus	
  Inc.	
  
ü  Released SOC in 2009
ü  Global customers, solution is in 23
languages
ü  Op...
#CCES14	
  
There	
  is	
  a	
  New	
  Retail	
  Reality…	
  
•  The	
  path	
  to	
  purchase	
  has	
  changed	
  and	
 ...
#CCES14	
  
…but	
  the	
  same	
  Universal	
  Challenges	
  of	
  
Opera>ons	
  Remain	
  
•  Dynamic	
  and	
  rapid	
 ...
#CCES14	
  
Opterus	
  –	
  Communica)on	
  Ma,ers	
  
•  “The	
  single	
  biggest	
  problem	
  in	
  communica*on	
  is...
#CCES14	
  
Opterus	
  
•  “Make	
  things	
  as	
  simple	
  as	
  possible,	
  but	
  not	
  
simpler.”	
  -­‐	
  Albert...
Communica>ons	
  Before	
  
@	
  
email	
  
Stores	
  
Store	
  
Mgr	
  
Assistant	
  
Mgr	
  
Department	
  
Mgr	
  
Full...
Communica>ons	
  Aier	
  
Gate
Keeper(s)
Stores	
  
Store	
  
Mgr	
  
Assistant	
  
Mgr	
  
Department	
  
Mgr	
  
Full	
 ...
#CCES14	
  
Con>nuous	
  Improvement	
  Cycle	
  
Strategy	
  &	
  
Workload	
  
Planning	
  
Opera>onal	
  
Communica>on	...
#CCES14	
  
How	
  to	
  Communicate	
  
•  Gatekeeper	
  workflow	
  
•  What	
  needs	
  to	
  be	
  executed	
  to	
  ma...
#CCES14	
  
Measuring	
  the	
  ROI	
  
•  Turn	
  Store	
  Execu>on	
  into	
  a	
  science,	
  rather	
  than	
  an	
  a...
#CCES14	
  
Business	
  Case	
  
•  Opterus	
  customers	
  have	
  seen:	
  
–  That	
  more	
  effec>ve	
  store	
  prepa...
#CCES14	
  
Consistent	
  Customer	
  Experience	
  
•  Great	
  customer	
  service!	
  	
  
•  Manage	
  produc>vity	
  ...
#CCES14	
  
Impact	
  
•  Customer	
  sa>sfac>on	
  
•  Loyalty	
  “Take	
  care	
  of	
  your	
  customers	
  and	
  they...
#CCES14	
  
Compliance	
  -­‐	
  Accountability	
  
•  360	
  degree	
  view	
  
•  Improve	
  visibility	
  
•  Mi>gate	
...
#CCES14	
  
Wrap	
  Up	
  	
  
•  New	
  reality	
  of	
  retail	
  you	
  need	
  to	
  communicate	
  
more	
  effec>vely...
#CCES14	
  
Consistent	
  
Customer	
  
Experience	
  
Winning	
  The	
  BaFle	
  
Of	
  Customer	
  
Service	
  Vs.	
  Ta...
#CCES14	
  
Submit	
  Your	
  Ques>ons	
  
#CCES14	
  
Q&A	
  	
  //	
  	
  Panelists	
  
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
MODERATOR
Janet Hawkins
Pre...
#CCES14	
  
Next	
  #CCES	
  Session	
  
WEDNESDAY	
  •	
  SEPTEMBER	
  24,	
  2014	
  AT	
  2PM	
  ET	
  /	
  11AM	
  PT	...
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Communication Matters: Solving the Store Execution Challenge

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Presenting the 4th session of 6-part webinar series, Consistent Customer Experience Series 2014 by Retail TouchPoints & Opterus

#CCES14

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Communication Matters: Solving the Store Execution Challenge

  1. 1. The  Final  Piece  of  the  Puzzle     Communica*on  Ma,ers!   #CCES   PRESENTED  BY   Solving  the  Store  Execu>on  Challenge   SPONSORED  BY  
  2. 2. #CCES14   Welcome  Webinar  AFendees  
  3. 3. #CCES14   Follow  This  Webinar  On  TwiFer   #CCES14
  4. 4. #CCES14   About  Retail  TouchPoints   ü  Launched  in  2007     ü  Over  28,000  subscribers   ü  To  provide  execu>ves  with   relevant,  insighQul  content   across  a  variety  of  digital   medium   Free subscription to our weekly newsletter: WWW.RETAILTOUCHPOINTS.COM/SUBSCRIBE
  5. 5. #CCES14   Panelists   Debbie Hauss Editor-in-Chief Retail TouchPoints MODERATOR Janet Hawkins President & CEO Opterus Inc. Erin Oldershaw Lead Retail Strategist SMK Workforce Solutions
  6. 6. #CCES14   About  Opterus  Inc.   ü  Released SOC in 2009 ü  Global customers, solution is in 23 languages ü  Opterus provides a cloud based solution designed specifically for retail to simply and effectively manage and execute store tasks and communications.  
  7. 7. #CCES14   There  is  a  New  Retail  Reality…   •  The  path  to  purchase  has  changed  and  to   remain  relevant  you  have  to  engage  your   associates.   •  Associates  are  your  front  line,  driving  the  in-­‐ store  customer  experience.       •  Once  the  customer  is  there,  it  is  impera>ve  to   make  sure  they  have  a  good  experience.     •  You  need  to  duplicate  this  experience  across  all   your  stores  because  over  90%  of  retail  sales  s>ll   occur  in-­‐store.   •  An  effec>ve  and  efficient  tool  is  essen>al  to   execute  this  consistent  customer  experience.      
  8. 8. #CCES14   …but  the  same  Universal  Challenges  of   Opera>ons  Remain   •  Dynamic  and  rapid  pace  of   change   •  Sa>sfying  today’s  demanding   customers  and  making  them   loyal  to  your  brand   •  Be  a  step  ahead  of  your   compe>tors   •  Increase  sales  and  employee   sa>sfac>on   •  Keeping  things  simple!  
  9. 9. #CCES14   Opterus  –  Communica)on  Ma,ers   •  “The  single  biggest  problem  in  communica*on  is  the  illusion  that  is  has   taken  place.”  –  George  Bernard  Shaw   •  Store  Ops-­‐Center  is  a  ‘one  stop  shop’  solu>on  for  retailers  that’s  highly   configurable  with  no  development  work  required!   •  Simple,  elegant  and  agile   •  Consistent  and  intui>ve  for  everyone     •  Drive  performance     •  Impact  employee/customer  loyalty  and  sa>sfac>on     •  Higher  adop>on,  lower  training  &  change  management  costs   •  Increase  sales   •  Equip  your  organiza>on  with  effec>ve  communica>ons,  knowledge  and   technologies   •  Track  both  tac>cal  opera>onal  tasks  and  strategic  ini>a>ves  that  drive   customer  loyalty  &  happiness,  increase  sales  &  employee  sa>sfac>on  
  10. 10. #CCES14   Opterus   •  “Make  things  as  simple  as  possible,  but  not   simpler.”  -­‐  Albert  Einstein   •  SOC  becomes  the  func>onal  founda>on  for  what   stores  should  be  doing   •  Measure  accountability   •  How  can  you  measure  if  the  vision  was  executed   •  Communicate  more  effec>vely  and  efficiently     •  It’s  a  tool  for  opera>onal  excellence  so  you  don’t   have  to  spend  so  much  >me  focused  on  the   opera>on  
  11. 11. Communica>ons  Before   @   email   Stores   Store   Mgr   Assistant   Mgr   Department   Mgr   Full  Time   Part  Time   Central   Office   Opera*ons   Support   IT   Merchandising  /   Buying   HR   Field   Managers   Regional  Mgr   District   Mgr   #CCES14  
  12. 12. Communica>ons  Aier   Gate Keeper(s) Stores   Store   Mgr   Assistant   Mgr   Department   Mgr   Full  Time   Part  Time   Central   Office   Opera*ons   Support   IT   Merchandising  /   Buying   HR   Field   Managers   Regional  Mgr   District   Mgr   #CCES14  
  13. 13. #CCES14   Con>nuous  Improvement  Cycle   Strategy  &   Workload   Planning   Opera>onal   Communica>on   &  Gatekeeping   Execu>on   Compliance/ Accountability   Conversion  &   Customer   Loyalty   Measurement  
  14. 14. #CCES14   How  to  Communicate   •  Gatekeeper  workflow   •  What  needs  to  be  executed  to  match  your  strategy/vision  and   is  there  enough  payroll  to  support  the  vision?     •  How  and  when  to  communicate   •  Driving  performance:  Value  of  executed  work     •  Sustainable  and  consistent  model  for  beFer  execu>on  of  your   opera>ons  with    beFer  communica>on  and  accountability     •  Manage  all  brands,  store  types   •  Marke>ng  plans,  mobility  offers  etc.  
  15. 15. #CCES14   Measuring  the  ROI   •  Turn  Store  Execu>on  into  a  science,  rather  than  an  art   •  Effec>vely  measure  the  tasks  given  to  stores   •  Build  a  beFer  budget  &  strategies  for  your  business   •  Priori>ze  tasks  that  drive  revenue   •  Effec>vely  gather  informa>on  from  the  stores   •  Improve  customer  service     •  Hold  all  departments  accountable  for  Payroll  
  16. 16. #CCES14   Business  Case   •  Opterus  customers  have  seen:   –  That  more  effec>ve  store  prepara>on  has  resulted  in  20%  sales   increases  during  peak  sales  periods   –  The  increase  in  revenue  due  to  higher  conversion  for  on-­‐>me   compliance  when  markdowns  are  completed  vs  not  completed   –  Task  completed  on  >me  go  from  50%  to  95+%   –  Savings  of  400  hours  a  month  of  workload  through  SOC  repor>ng  on   tasks     –   Timely  and  helpful  responses  to  stores  go  from  70%  to  95+%   –  Repor>ng  allows  for  real  >me  visibility  to  react  and  make  changes   instead  of  dealing  with  issues  once  things  are  overdue  and  you’re  out   of  hours  
  17. 17. #CCES14   Consistent  Customer  Experience   •  Great  customer  service!     •  Manage  produc>vity  and  performance  of   employees  –  this  is  key  to  mee>ng  the   demands  of  the  new  customer   •  This  is  cri>cal  to  aFaining  business  objec>ves  
  18. 18. #CCES14   Impact   •  Customer  sa>sfac>on   •  Loyalty  “Take  care  of  your  customers  and  they  will   come  back.  Take  care  of  your  merchandise  and  it   won't.”  -­‐  Richard  Marcus   •  Consistent  experience   •  Seamless  experience  once  they  get  to  the  door   •  Associate  adop>on  of  SOC  is  amazing  
  19. 19. #CCES14   Compliance  -­‐  Accountability   •  360  degree  view   •  Improve  visibility   •  Mi>gate  risk   •  Cut  >me  required  to  make  business  decisions,  react  to   the  market,  open  doors  to  new  insights  previously   unaFainable   •  Increase  produc>vity   •  Increase  sales   •  Improve  communica>ons  &  be  more  effec>ve  
  20. 20. #CCES14   Wrap  Up     •  New  reality  of  retail  you  need  to  communicate   more  effec>vely  than  ever   •  Need  to  effec>vely  gate  keep  to  drive  focus   and  service   •  Priori>ze  the  tasks  that  directly  drive  revenue   and  customer  loyalty       •  Keep  it  simple  for  the  stores  
  21. 21. #CCES14   Consistent   Customer   Experience   Winning  The  BaFle   Of  Customer   Service  Vs.  Task:   Op>mizing  The   Customer-­‐Centric   Payroll  Equa>on     Growing  Revenue   While  Controlling   Labor  Cost   Communica>on   MaFers:  Solving   the  Store   Execu>on   Challenge     Conquer  the   Fitng  Room  –   Make  the  Most  of   Your  Most   Valuable  Real   Estate     Understand  In-­‐ Store  Shopper   Behavior  With   Precise  Loca>on   Analy>cs    
  22. 22. #CCES14   Submit  Your  Ques>ons  
  23. 23. #CCES14   Q&A    //    Panelists   Debbie Hauss Editor-in-Chief Retail TouchPoints MODERATOR Janet Hawkins President & CEO Opterus Inc. Erin Oldershaw Lead Retail Strategist SMK Workforce Solutions
  24. 24. #CCES14   Next  #CCES  Session   WEDNESDAY  •  SEPTEMBER  24,  2014  AT  2PM  ET  /  11AM  PT   Conquer  the  FiRng  Room:   Making  the  Most  of  Your  Most     Valuable  Real  Estate   MARGE  LANEY   Alert  Tech   ANNE  MACKENZIE  KOTRABA   SMK  Workforce  Solu>ons  

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