RTP Customer Expereince Series - Understanding How To Deliver A Consistant Cu...G3 Communications
This document summarizes a webinar about delivering a consistent customer experience. The webinar included panels discussing defining and quantifying customer service models and operating models. It also outlined sessions on optimizing the customer-centric payroll equation, solving store execution challenges through communication, making the most of fitting rooms, and using location analytics to understand in-store shopper behavior. The webinar was moderated by Debbie Hauss with panelists from Retail TouchPoints and SMK Workforce Solutions.
The document discusses the new retail reality where retailers must focus on providing seamless commerce experiences for customers across all channels. It highlights the story of Rural King, which adapted to this new reality by creating a commerce hub team, migrating to new commerce technologies from Magento, and addressing key challenges like operational weaknesses and managing large amounts of customer data. The main lessons discussed are bringing all departments together focused on the customer experience, preparing for changes through training, taking time to process customer data properly, and decoupling large projects into smaller changes.
2015 inspire tour: Strengthen your customer relationships-websitepipelineJeremy Ploessel
The document outlines an agenda for a workshop to help businesses strengthen customer relationships by identifying pain points hindering their business. The agenda includes defining customer segments, assessing how well the business performs key customer activities like getting, growing and keeping customers, and identifying weaknesses for each segment. Attendees will complete a worksheet to organize their findings and later review it with the presenter to discuss solutions for their pain points, such as Website Pipeline's products.
Conversion Optimization: The World Beyond Headlines & Button ColorOptimizely
Patrick McKenzie, Software Developer at Kalzumeus Software
You've run A/B tests.
You're long past the point where "Guess Which Alternative Won" articles teach you something useful.
- How do you get to the next level of conversion optimization?
- How do you get it to be a repeatable team effort?
- How do you retain organizational know-how about previous tests?
- How do you track conversions over more involved funnels?
- How do you keep the team onboard with testing for years at a time?
- How do you manage the engineering aspects of changes which are more in--depth than changing the marketing site?
This session delves into the "Here There Be Dragons" parts of the testing map. Patrick McKenzie, Software Developer at Kalzumeus Software and Bingo Card Creator, has helped a dozen companies through testing maps, and he presents some of the mistakes he's made so that you don't have to repeat them—and also a success or two.
Lead Gen & Customer Conversions - Filling the Funnel and Getting RevenueJoe Gelata
This presentation gives a high level overview of funnel theory then dives into methods to fill, convert, and enhance your revenue funnel. It finishes with some tips and lessons learned.
A webinar conducted for NSW Business Chamber showing how Lean principles can, and should be adopted across all areas of business and in any industry sector.
RTP Customer Expereince Series - Understanding How To Deliver A Consistant Cu...G3 Communications
This document summarizes a webinar about delivering a consistent customer experience. The webinar included panels discussing defining and quantifying customer service models and operating models. It also outlined sessions on optimizing the customer-centric payroll equation, solving store execution challenges through communication, making the most of fitting rooms, and using location analytics to understand in-store shopper behavior. The webinar was moderated by Debbie Hauss with panelists from Retail TouchPoints and SMK Workforce Solutions.
The document discusses the new retail reality where retailers must focus on providing seamless commerce experiences for customers across all channels. It highlights the story of Rural King, which adapted to this new reality by creating a commerce hub team, migrating to new commerce technologies from Magento, and addressing key challenges like operational weaknesses and managing large amounts of customer data. The main lessons discussed are bringing all departments together focused on the customer experience, preparing for changes through training, taking time to process customer data properly, and decoupling large projects into smaller changes.
2015 inspire tour: Strengthen your customer relationships-websitepipelineJeremy Ploessel
The document outlines an agenda for a workshop to help businesses strengthen customer relationships by identifying pain points hindering their business. The agenda includes defining customer segments, assessing how well the business performs key customer activities like getting, growing and keeping customers, and identifying weaknesses for each segment. Attendees will complete a worksheet to organize their findings and later review it with the presenter to discuss solutions for their pain points, such as Website Pipeline's products.
Conversion Optimization: The World Beyond Headlines & Button ColorOptimizely
Patrick McKenzie, Software Developer at Kalzumeus Software
You've run A/B tests.
You're long past the point where "Guess Which Alternative Won" articles teach you something useful.
- How do you get to the next level of conversion optimization?
- How do you get it to be a repeatable team effort?
- How do you retain organizational know-how about previous tests?
- How do you track conversions over more involved funnels?
- How do you keep the team onboard with testing for years at a time?
- How do you manage the engineering aspects of changes which are more in--depth than changing the marketing site?
This session delves into the "Here There Be Dragons" parts of the testing map. Patrick McKenzie, Software Developer at Kalzumeus Software and Bingo Card Creator, has helped a dozen companies through testing maps, and he presents some of the mistakes he's made so that you don't have to repeat them—and also a success or two.
Lead Gen & Customer Conversions - Filling the Funnel and Getting RevenueJoe Gelata
This presentation gives a high level overview of funnel theory then dives into methods to fill, convert, and enhance your revenue funnel. It finishes with some tips and lessons learned.
A webinar conducted for NSW Business Chamber showing how Lean principles can, and should be adopted across all areas of business and in any industry sector.
This webinar provided an introduction to integrating Sage Payments with Sage 300. It discussed features that allow processing credit card payments directly in Sage 300 to gain efficiencies. Attendees learned about an upcoming webinar series that will do deep dives into Sage 300 features and how they can benefit companies. The presenters then demonstrated live how credit card payments can be quickly authorized, charged, and batched processed directly in Sage 300 using the Sage Payments integration.
You’ve closed the sale, landed a new client, and received the signed contract — but then what? How do you onboard new clients to ensure everyone is on the same page, you have all the information you need, and clients feel the value in your services before even getting started?
This presentation, will explore how to create your own onboarding system for new clients and you will:
— Get a first-hand look at a successful new client onboarding process.
— Learn how to set crystal clear expectations and boundaries with clients.
— Uncover the secret to blowing your clients away with value before you even start the work you were hired for and turning them into lucrative referral sources
— Discover how to scale yourself, save time, and increase profits by adding an onboarding system to your business.
Are you a designer, developer, or agency owner who doesn't have time to create and automate your own onboarding system? Check out http://profitableprojectplan.com
This document discusses the business case and deployment of an intelligent virtual assistant (IVA) for a telecommunications company.
The key points are:
1) The company wanted to improve customer experience and maintain or reduce call center staffing levels as traffic increased with 3G investment. An IVA was proposed to improve self-service rates and routing accuracy.
2) Initial deployment challenges included selecting the right vendor, designing natural call flows, and training agents and customers in using the new system.
3) After deployment, results included a 50% increase in satisfaction with the IVR, 94% routing accuracy, and significant gains in self-service reducing call volumes.
Raj Kumar Ojha is seeking a managerial role in customer service or business development in the telecom sector. He has 8 years of experience in customer care and insurance. He holds a BA degree and has technical skills in MS Office, PowerPoint, and FrontPage. His experience includes managing customer relationships, revenue growth, collection targets, and bad debt control for Idea Cellular and ICICI Prudential Life Insurance. He is passionate about success, social work, and quality of life.
ABP Advanced Business Products was founded in 1978 and provides point-of-sale (POS) solutions and reliable service to the hospitality industry, combining old-school customer service with the latest POS technology. They have over 31 years of experience helping clients track sales and account for earnings. In 2008, they received an award for providing an enterprise franchise client with a turnkey POS solution. Their vision is to provide solutions at the store and above-store level to help organizations outperform through features like digital signage, menu boards, and enterprise management systems.
The expense management solution that will turbocharge your sales team and allow them to achieve better productivity, while offering unparalleled real time visibility and control over business expenditure.
The document discusses the Lean Startup methodology, which focuses on experimentation, customer feedback, and rapid iteration to help startups find product-market fit. Traditional approaches focus first on product development, but Lean Startup emphasizes validating customer problems and distribution channels through minimum viable products and a "build-measure-learn" process. It describes practices like customer development interviews, A/B testing, and being ready to "pivot" the business model based on metrics and validated learning rather than assumptions. The goal is to help startups reduce risks and failure rates by engaging customers earlier to discover what they want.
This is a story of a fantasy company situation but most likely very similar to yours
So I am sure you will recognize yourself and your company
The story is a about how IT is effected by company policies
The story is also about what we can do in IT to mitigate the company policies with new technologies and DevOps
Form your future
Presenters notes has been added as lines in the presentation
The document provides an overview of the responsibilities of an Account Manager position. In 3 sentences:
The Account Manager oversees all aspects of customer accounts, from bidding and product selection through maintenance, sales tracking, and invoice payments. They prepare detailed reports in Excel and PowerPoint for meetings and ensure accurate records. The position requires strong communication, independent work, and advanced Excel skills to manage $20 million dollar accounts and continuously improve processes.
The document provides an overview of the responsibilities of an Account Manager position. In 3 sentences:
The Account Manager oversees all aspects of customer accounts, from bidding and product selection through maintenance, sales tracking, and invoice payments. They prepare detailed reports in Excel and PowerPoint for meetings and ensure accurate records. The position requires strong communication, independent work, and advanced Excel skills to manage $20 million accounts and continuously improve processes.
How can a business leverage the web? What can you do with your company web site? How can you measure the effectiveness of your web site? These are some of the questions that will be answered here.
Fifth Third Bank is evaluating how to optimize its existing branch network as banking increasingly moves online. The document outlines Fifth Third Bank's current branch situation and challenges posed by rising digital banking. It then presents a recommendation to pilot co-working spaces within select branches that provide entrepreneurs and small businesses easy access to financial services while facilitating collaboration. The business case argues this approach could attract new customers and increase revenues from loans, accounts, and wealth management. An execution plan details choosing pilot locations and partnering with local businesses to refurbish spaces accordingly.
6 Steps to Creating the Customer-Focused CultureQualtrics
The document provides information about an upcoming webinar on creating a customer-centric culture presented by Shep Hyken. It includes Hyken's biography noting his experience working with Fortune 100 companies. It then summarizes key points from the webinar about what makes great companies focus on more than just products, the importance of customer service, and outlines a six step process ("The 6 D's") for building a customer-centric culture that includes defining, disseminating, deploying, demonstrating, defending, and delighting in the customer-centric approach.
Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.
CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.
The document discusses providing an effective and personalized user experience on a website. It describes how A/B testing and analyzing user behavior tools can help optimize the user experience. It then details how one company implemented A/B testing and multi-variant testing on their fashion e-commerce site to improve relevance and personalization for customers, which increased sales. Key tactics included simplifying the checkout process, adding personalized product recommendations, and allowing more options for quick purchases versus leisurely browsing. Testing helped quantify the value of personalization and informed further product improvements.
This webinar will last approximately 1 hour and provide an introduction to an end-to-end ecommerce solution leveraging Shopify and QuickBooks. The agenda includes introductions of presenters, what inspired the solution, challenges of ecommerce, an overview of why QuickBooks and Shopify were chosen, a demonstration, and a question and answer session.
Learn the basics of Lean Startup in this one-hour webinar , and discover how Minimum Viable Product, Innovation accounting, iteration and pivots can improve your management of uncertainty.
Commerce Bank's service delivery system prior to implementing its Retailtainment program focused on providing excellent customer service. Key aspects included its "10 minutes or less" rule, friendly service in branches to attract customers rather than pushing them online, and principles like saying yes to customers and making each feel special. The Retailtainment program added playful elements like costumes, decorated cubicles, free coffee and newspapers, and phones on ATMs to improve the service experience. While it helped meet goals initially by differentiating Commerce Bank, the strategies started being copied by competitors. The financial statements showed support for the strategy through higher interest income growth and net income compared to industry averages, though Commerce Bank had a lower loan to deposit ratio and
Abhishek Lal has over 20 years of experience in enterprise data management, including data strategy, integration, governance, master data management, data warehousing, and business intelligence. He is currently the Service Delivery Head for Global Integration Center at Lowe's, where he leads a team delivering data integration projects. Previously, he held director-level positions at Lowe's Home Improvement and Quintiles managing customer data and clinical data warehouse systems.
This webinar provided an introduction to integrating Sage Payments with Sage 300. It discussed features that allow processing credit card payments directly in Sage 300 to gain efficiencies. Attendees learned about an upcoming webinar series that will do deep dives into Sage 300 features and how they can benefit companies. The presenters then demonstrated live how credit card payments can be quickly authorized, charged, and batched processed directly in Sage 300 using the Sage Payments integration.
You’ve closed the sale, landed a new client, and received the signed contract — but then what? How do you onboard new clients to ensure everyone is on the same page, you have all the information you need, and clients feel the value in your services before even getting started?
This presentation, will explore how to create your own onboarding system for new clients and you will:
— Get a first-hand look at a successful new client onboarding process.
— Learn how to set crystal clear expectations and boundaries with clients.
— Uncover the secret to blowing your clients away with value before you even start the work you were hired for and turning them into lucrative referral sources
— Discover how to scale yourself, save time, and increase profits by adding an onboarding system to your business.
Are you a designer, developer, or agency owner who doesn't have time to create and automate your own onboarding system? Check out http://profitableprojectplan.com
This document discusses the business case and deployment of an intelligent virtual assistant (IVA) for a telecommunications company.
The key points are:
1) The company wanted to improve customer experience and maintain or reduce call center staffing levels as traffic increased with 3G investment. An IVA was proposed to improve self-service rates and routing accuracy.
2) Initial deployment challenges included selecting the right vendor, designing natural call flows, and training agents and customers in using the new system.
3) After deployment, results included a 50% increase in satisfaction with the IVR, 94% routing accuracy, and significant gains in self-service reducing call volumes.
Raj Kumar Ojha is seeking a managerial role in customer service or business development in the telecom sector. He has 8 years of experience in customer care and insurance. He holds a BA degree and has technical skills in MS Office, PowerPoint, and FrontPage. His experience includes managing customer relationships, revenue growth, collection targets, and bad debt control for Idea Cellular and ICICI Prudential Life Insurance. He is passionate about success, social work, and quality of life.
ABP Advanced Business Products was founded in 1978 and provides point-of-sale (POS) solutions and reliable service to the hospitality industry, combining old-school customer service with the latest POS technology. They have over 31 years of experience helping clients track sales and account for earnings. In 2008, they received an award for providing an enterprise franchise client with a turnkey POS solution. Their vision is to provide solutions at the store and above-store level to help organizations outperform through features like digital signage, menu boards, and enterprise management systems.
The expense management solution that will turbocharge your sales team and allow them to achieve better productivity, while offering unparalleled real time visibility and control over business expenditure.
The document discusses the Lean Startup methodology, which focuses on experimentation, customer feedback, and rapid iteration to help startups find product-market fit. Traditional approaches focus first on product development, but Lean Startup emphasizes validating customer problems and distribution channels through minimum viable products and a "build-measure-learn" process. It describes practices like customer development interviews, A/B testing, and being ready to "pivot" the business model based on metrics and validated learning rather than assumptions. The goal is to help startups reduce risks and failure rates by engaging customers earlier to discover what they want.
This is a story of a fantasy company situation but most likely very similar to yours
So I am sure you will recognize yourself and your company
The story is a about how IT is effected by company policies
The story is also about what we can do in IT to mitigate the company policies with new technologies and DevOps
Form your future
Presenters notes has been added as lines in the presentation
The document provides an overview of the responsibilities of an Account Manager position. In 3 sentences:
The Account Manager oversees all aspects of customer accounts, from bidding and product selection through maintenance, sales tracking, and invoice payments. They prepare detailed reports in Excel and PowerPoint for meetings and ensure accurate records. The position requires strong communication, independent work, and advanced Excel skills to manage $20 million dollar accounts and continuously improve processes.
The document provides an overview of the responsibilities of an Account Manager position. In 3 sentences:
The Account Manager oversees all aspects of customer accounts, from bidding and product selection through maintenance, sales tracking, and invoice payments. They prepare detailed reports in Excel and PowerPoint for meetings and ensure accurate records. The position requires strong communication, independent work, and advanced Excel skills to manage $20 million accounts and continuously improve processes.
How can a business leverage the web? What can you do with your company web site? How can you measure the effectiveness of your web site? These are some of the questions that will be answered here.
Fifth Third Bank is evaluating how to optimize its existing branch network as banking increasingly moves online. The document outlines Fifth Third Bank's current branch situation and challenges posed by rising digital banking. It then presents a recommendation to pilot co-working spaces within select branches that provide entrepreneurs and small businesses easy access to financial services while facilitating collaboration. The business case argues this approach could attract new customers and increase revenues from loans, accounts, and wealth management. An execution plan details choosing pilot locations and partnering with local businesses to refurbish spaces accordingly.
6 Steps to Creating the Customer-Focused CultureQualtrics
The document provides information about an upcoming webinar on creating a customer-centric culture presented by Shep Hyken. It includes Hyken's biography noting his experience working with Fortune 100 companies. It then summarizes key points from the webinar about what makes great companies focus on more than just products, the importance of customer service, and outlines a six step process ("The 6 D's") for building a customer-centric culture that includes defining, disseminating, deploying, demonstrating, defending, and delighting in the customer-centric approach.
Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.
CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.
The document discusses providing an effective and personalized user experience on a website. It describes how A/B testing and analyzing user behavior tools can help optimize the user experience. It then details how one company implemented A/B testing and multi-variant testing on their fashion e-commerce site to improve relevance and personalization for customers, which increased sales. Key tactics included simplifying the checkout process, adding personalized product recommendations, and allowing more options for quick purchases versus leisurely browsing. Testing helped quantify the value of personalization and informed further product improvements.
This webinar will last approximately 1 hour and provide an introduction to an end-to-end ecommerce solution leveraging Shopify and QuickBooks. The agenda includes introductions of presenters, what inspired the solution, challenges of ecommerce, an overview of why QuickBooks and Shopify were chosen, a demonstration, and a question and answer session.
Learn the basics of Lean Startup in this one-hour webinar , and discover how Minimum Viable Product, Innovation accounting, iteration and pivots can improve your management of uncertainty.
Commerce Bank's service delivery system prior to implementing its Retailtainment program focused on providing excellent customer service. Key aspects included its "10 minutes or less" rule, friendly service in branches to attract customers rather than pushing them online, and principles like saying yes to customers and making each feel special. The Retailtainment program added playful elements like costumes, decorated cubicles, free coffee and newspapers, and phones on ATMs to improve the service experience. While it helped meet goals initially by differentiating Commerce Bank, the strategies started being copied by competitors. The financial statements showed support for the strategy through higher interest income growth and net income compared to industry averages, though Commerce Bank had a lower loan to deposit ratio and
Abhishek Lal has over 20 years of experience in enterprise data management, including data strategy, integration, governance, master data management, data warehousing, and business intelligence. He is currently the Service Delivery Head for Global Integration Center at Lowe's, where he leads a team delivering data integration projects. Previously, he held director-level positions at Lowe's Home Improvement and Quintiles managing customer data and clinical data warehouse systems.
This document announces the winners of the 2014 Customer Engagement Awards given out by Retail TouchPoints. It lists the gold, silver, and bronze winners in four categories: Cross-Channel Marketing, Analytics, Video, and In-Store Innovations. Saks Fifth Avenue won gold in Cross-Channel Marketing for its clienteling solution that provides a single customer view across channels. Lakeshore Learning won gold in Analytics for improving its site search and navigation to better engage customers. Dickies won gold in Video for incorporating product videos into its email marketing campaigns.
IFPMA-TFDA Workshop on Couterfeit Medicines
‘Integrated Approach Against Fake Medicines’
Session 1: Current Regulatorz Landscape & Initiatives Against Fake Medicines
On 6th February 2015
At Taipei International Convention Center
Taipei, Taiwan
WITHOUT PR 150209 PPP Peja - Motor division - Omec presentationSamira Qadiri Trias
The document provides information about Peja Group's electric motor division, Omec Motors. It summarizes that Peja Group was established in 1937 and operates in electric motors, automotive, investments, monuments, and real estate. Omec Motors is Peja Group's electric motor division and has a global sales organization with offices and warehouses throughout Europe and in the US. Omec Motors produces and sells electric motors from stock in various types and sizes.
A Practical Guide to Capturing, Organizing, and Securing Your DocumentsScott Abel
Presented by Jeff Potts at Documentation and Training Life Sciences, June 23-26, 2008 in Indianapolis.
Every organization struggles with how to store, tag, and search for their documents. In a hospital corporation, the need is particularly critical. Hospital staff need to be able to quickly find the latest policies and procedures. Auditors need to be able to track who made what changes and when. Lawyers want to know which protocols were in place on a particular date. In this session you’ll learn a practical approach to putting a document management system in place that can help address these needs and reduce your exposure to legal, regulatory, and even human health risks.
Based on lessons learned during a real-world project, the session shows that getting your documents under control doesn’t have to be a multi-year, multi-million dollar effort. The slide deck outlines how a hospital corporation in New England used a “start small and grow” approach to piloting and rolling out a document management solution across the corporation.
dunnhumby and Metro Canada - Digital Personalization and Client Strategydunnhumby
1) The document discusses Metro Inc.'s strategy to personalize the customer experience across digital and physical channels in order to increase customer loyalty and sales.
2) Key aspects of the strategy include developing a single customer view, personalized direct marketing campaigns, and coordinating offers across channels.
3) The goals are to attract new customers, increase basket size and shopping frequency through more relevant recommendations and rewards.
One-Page Abundance Plan: How to Transform the Lives of 1 Billion Customers in...Rod King, Ph.D.
The document outlines the One-Page Abundance Plan methodology for efficiently translating visions of abundance into reality. It discusses the visionary, strategic, and tactical levels of the One-Page Abundance Plan and provides templates for the visionary and strategic levels. The methodology aims to help individuals and organizations efficiently discover and solve big problems while positively transforming the lives of many customers.
Cloud analytics is a service model where elements of the data analytics process are provided through public or private clouds. These services are typically offered on a subscription or pay-per-use basis. Examples include hosted data warehouses, SaaS BI, and social media analytics. Cloud analytics competencies that support clients include analytics strategy, business intelligence, analytics and optimization, and content management. Cloud analytics works by combining hardware, middleware, and platforms that provide data reporting, analytics techniques, storage optimization, and data warehouse management. Benefits include getting the right information when needed, identifying information sources, and designing policies faster to increase profits, reduce cycle times, and reduce defects.
Sailthru is a marketing automation platform that uses MongoDB as its primary datastore. It has evolved its use of MongoDB from a single node replica set to autosharding across multiple nodes to support growing data and traffic volumes. Sailthru selected a hashed _id as its shard key to distribute data evenly. It also uses a "key collection" to optimize lookups by fields like email across shards. Sailthru migrated its data from its existing replica set to the new autosharding cluster without downtime using Mongo Connector.
How to personalize and target promotions without CRMRevTrax
Finding and delivering the appropriate message to the appropriate audience is one of the primary goals of brand marketing. Delivering that consistent message through all touchpoints should be a top priority.
But what if your organization does not have a CRM program? Is it possible to personalize your digital promotions without CRM?
Social media is transforming businesses and the role of public relations. While 70% of executives have never used social media feedback to improve products and services, companies that engaged with social media ("Mavens") saw 18% revenue growth, while disengaged companies ("Wallflowers") saw 6% drops. Social media is evolving rapidly and beginning to shape business functions like marketing, sales, and customer service. There is a massive opportunity for public relations to facilitate social media and digital communications, and to elevate its role in organizations.
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...Graeme McVie
US Foods successfully delivered on customer-centricity through their CookBook program. CookBook provides customer-level insights and recommendations to tailor offerings, increase sales and margins, and deepen customer relationships. It helped transform US Foods' business model to be more customer-centric across pricing, promotions, assortment, and marketing. Key lessons included having executive support, a clear business model, change management, and scaling the data and analytics platform. Leading retailers execute customer-centricity enterprise-wide, through integrated customer strategies and plans, vendor collaboration, and by understanding customer needs on a granular level.
RightScale Webinar: October 14, 2010 – In this Webinar, we demonstrate the RightScale Development and Test Solution Pack featuring Zend and IBM software stacks and show you how you can reduce the time you spend configuring hardware and managing resources.
Sjajno djelo velikog mislioca,knjizevnika . Zbog ove knjige su ga pogibile vlasti u Egiptu no njegovo djelo je iznimno dalo veliki plod kako u samom Egiptu tako i diljem svijeta
What are the options for sellers and buyers collaborating on catalog content? Join a panel of leading suppliers as they discuss their catalog strategies and preference for hosted CIF versus PunchOut catalogs. Learn how leading sellers use the Ariba Network to drive exposure of their product content to procurement organizations and individuals at their key accounts, while leading procurement organizations use online catalogues to drive up compliance to contract terms and to improve the user experience.
Deloitte and Tulip Retail unveiled Retail’s Omnichannel omnichallenge, a survey that looked at the plans, perceptions and challenges faced by Canadian retailers.
Enterprise-grade mobile barcode scanning with Scandit and XamarinXamarin
Scandit's lightning-fast and accurate Barcode Scanner is a valuable addition to any enterprise application. Watch Zack Gramama, Technical Lead - Xamarin Component Store, and Christian Floerkemeier, CTO and co-founder of Scandit, as they demonstrate how the Scandit component utilizes a unique blurry barcode scan technology that works across platforms to scan any barcode type from any angle.
This document summarizes a webinar about optimizing the customer experience in fitting rooms. The webinar discusses challenges retailers face from omnichannel shopping trends and rising return rates. It presents strategies discussed in the webinar to improve fitting room visits and customer service, such as using technology to monitor occupancy, response times and other metrics to provide better service. Speakers in the webinar provide insights and case studies from their experience helping retailers enhance the fitting room experience.
Cardone Group 10X Your Sales Process and ProfitsDavid Bradley
This document provides information about private in-house sales training offered by Cardone Group. The training focuses on implementing a 10X sales process to help dealerships achieve extreme success and lock in massive sales. Key elements of the training include brand strategy, point of contact, needs assessment, selection and demonstration, presenting figures and closing. The training is conducted through various 2-day workshops focusing on these different elements. It aims to increase sales and profits for dealerships. A case study example is also provided of how one large dealership group increased their monthly sales by 1 deal per salesperson after implementing Cardone's online training platform.
K. Santhosh Kumar is a store manager with over 15 years of experience in retail management. He has worked as a store manager for EROS ELECTRICALS LLC in Dubai and as an assistant department manager for Tata Croma in Hyderabad. He has a proven track record of exceeding sales targets and improving customer service. He is seeking an ambitious career opportunity where he can utilize his skills and experience in retail management, customer focus, and business strategy.
Moving to Strategic Customer Success: Getting in Front of the 8 BallTotango
The document discusses how a customer success team at a company called Leadspace transitioned their approach to better serve "early majority" customers as the company's customer base grew. They shifted focus from product features to business objectives and outcomes. Check-in calls now begin by reviewing progress against customer goals. When objectives are met, successes are celebrated, and struggles are addressed proactively. This outcomes-focused approach led to happier customers, more strategic conversations, and the customer success managers being viewed as trusted advisors.
The document contains a resume for R Hima Efe Clement, a client relations and marketing professional with over 10 years of experience in customer service, business development, sales, and project management roles in the banking industry. Clement provides a detailed employment history highlighting roles of increasing responsibility at Diamond Bank and Oceanic Bank, and includes an extensive list of skills, qualifications, and areas of expertise.
Seems like a magic wand – Mobile CRM Solutions are today’s solution to enhance leads in any business and assist in converting them into actual clientele. Be it any fraternity, for any business to succeed it is most essential to generate maximum leads as possible and that is what a CRM solution does the best. Have a look at how and why is a CRM solution the right choice for augmented lead generation
Read More At: http://ecrmsolutions.co/blog/ecrm-lead-generation-vital-indispensible-ingredient/
Aditya Singh Gahlaut is a store manager and made to measure specialist with over 7 years of experience in business development, retail sales, and operations management. He currently works for Arvind Internet Limited - Creyate, where he manages store operations and sales, provides training to staff, and gives feedback to improve the brand. Previously, he held roles with Reliance Brands handling luxury clients and product procurement, and with Miele India managing key dealer locations and corporate accounts. He has an MBA in Marketing and Finance.
Asif Siddiqui has over 17 years of experience in retail branch operations and management. He is currently a Sales Manager at Exclusife Technosoft Pvt. Ltd. where he is responsible for managing day-to-day branch operations, setting customer service standards, and hitting sales targets. Siddiqui has a track record of expanding business and increasing revenue through strategies like identifying customer needs, implementing sales plans, and negotiating agreements. He aims to maximize customer satisfaction and ensure goals are met through effective customer handling and inventory, financial, and performance management.
Louise Russell is an experienced professional seeking a role where she can apply her broad administrative skills including staff management, office management, customer service, payroll, and bookkeeping. She has over 20 years of experience across various industries such as hospitality, financial, corporate, and security. Her most recent role was as a Sales and Customer Service Manager for a appliance rental company.
How to use Customer Success to Prep for and Drive Contract RenewalsGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to use Customer Success to Prep for and Drive Contract Renewals - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Concur, InsideView, Marketo
Modern Selling + Modern Learning = Sales GrowthMike Kunkle
These are the slides from my 7/17/2019 SMMConnect.com webinar. You can watch the webinar for free at https://www.smmconnect.com/events/1617?gref=mikek for registering (also free) for the SMMConnect.com website.
- Wilson Perumal & Company is a management consultancy with expertise in retail operations strategy. They take a unique approach to aligning strategy, complexity, and operations to optimize results and drive tangible ROI for clients.
- Their retail service offerings focus on five key areas: omni-channel, store operations, workforce optimization, inventory optimization, and supply chain. They help clients address complexity issues and barriers to successful strategy execution.
- Typical results for clients include sales increases of 2-3%, improved fulfillment rates by 10-15%, payroll reductions of 2-3%, and inventory turns improvements of 5-10%. Clients praise WPC's analytical approach and ability to drive tangible operational improvements.
Data is spread across dozens of specialized systems, making it increasingly difficult for retailers to provide the personalized service consumers crave. Listen in as Acumen’s Anita Constantino and SalesForce’s Maria Humphrey on Aug. 4th, 2016 at 2 PM ET discuss the best ways to enhance the customer experience by leveraging omnichannel communication: http://rtou.ch/2am420J
Niyaz Ahmed is a senior level sales and marketing professional with over 11 years of experience in banking. He has a strong background in sales, marketing, retail banking operations, business development, and client relationship management. Currently he works as a Sales & Service Officer at Mashreq Bank in Abu Dhabi, where he is responsible for providing excellent customer service and meeting sales targets. Prior to this he held sales and marketing roles at Emirates NBD and National Bank of Dubai, where he consistently exceeded sales goals.
David Katz has over 20 years of experience in operations management and merchandising roles. He is currently a certified debt consultant helping clients settle debts over 24-48 months. Previously he held store manager roles at Credimac PBC, Bridgestone, Ross Stores, Jo-Ann Fabrics, and Home Depot managing budgets, sales, and teams. Katz has a background in flooring, carpentry, and military service.
#bluecruxtalks in February: Towards a consistent customer experienceBluecrux
This document discusses becoming a more customer-centric organization. It begins with introductions and an overview of key topics to be covered, including setting the scene on customer centricity, living in a volatile world that requires agility, and first steps to take. The discussion emphasizes that customer centricity requires a mission and mindset focused on the customer lifecycle, value, and experience. Organizations that adopt a customer-centric approach see competitive advantages like increased loyalty and lifetime customer value. The first practical actions include gaining customer insights through voice of the customer programs and customer journey mapping.
This document outlines SignupLab's Growhow Customer Success Framework for B2B SaaS companies. It discusses the history of customer success and how it has evolved from focusing on new customer acquisition to reducing churn. It then details key aspects of the framework, including defining value concepts to focus product strategy and development, integrating customer success best practices across functions like product, support, sales and marketing, and using metrics and feedback to continuously improve customer objectives. The framework provides a holistic approach to improving customer success for B2B SaaS companies.
This document provides an overview of Oracle Sales Cloud and its capabilities for enabling modern sales. It highlights common pain points customers face around sales tools not addressing current challenges, declining pipeline and sales productivity. It then outlines Oracle Sales Cloud's solutions such as empowering mobile and productive reps, providing insight-driven 360-degree customer views, and enabling collaborative selling. The document also includes customer examples and competitive differentiators compared to Salesforce.
A recent survey of more than 200 retail executives highlighted significant opportunities for retailers to increase ROI through smarter workforce management (WFM).
Almost three quarters (74%) of survey respondents said they do not have highly efficient WFM operations processes in place. Retailers need to focus on scheduling, payroll, labor standards and more in order to improve their ability to deliver better customer service.
Roley Supernaw has over 15 years of experience in customer service, account management, and operations roles. He currently works as an Escalations Manager for H&M Customer Service Center, where he handles escalated calls, creates reports, trains agents, and ensures compliance. Previously he has held account manager roles at Omeda Communications and Hallmark Data Systems, where he was the primary liaison for major accounts and analyzed marketing campaigns. He also has experience in retail customer service and technical support.
Similar to Communication Matters: Solving the Store Execution Challenge (20)
The First Annual Killer Content Awards recognize organizations that have raised the
bar in content marketing tactics. Winners were formally honored at an awards ceremony
April 24, 2012 in New York City at The Times Center, during DemandGen Report’s B2B Content2Conversion Conference, an industry-first educational and networking event focused on helping B2B marketers develop, map, measure and optimize content marketing strategies.
This document provides summaries of 20 examples of successful B2B content marketing campaigns. Some key themes that emerged from the campaigns included a focus on creating buyer-focused content, leveraging influencers, measuring ROI, using nurture campaigns, and multi-touch campaigns across channels. Each summary highlights the content goals, metrics of effectiveness, and lessons learned from the campaign. Examples of successful campaigns included those from Microsoft, Lattice Engines, Glassdoor, and Trapit.
Experiential Retail: New Data Reveals the Opportunities (and Challenges) of T...G3 Communications
Experiential retail through in-store events and classes is an growing trend for retailers. A survey of retailers found that most have held events and classes in the past in order to build their brand, drive revenue, and increase customer engagement. However, planning and executing these experiential activities can be challenging for retailers. Common challenges include budgeting, developing strategies, promotion, and requiring pre-registration. Looking ahead, retailers plan to continue or increase their investments in a variety of event and class types over the next two years as experiential marketing is seen as a way to increase sales, traffic, and customer loyalty.
Building Customer Success With Enhanced Employee EngagementG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1956171/6FBD87FB123A769E1C9499F4CDC6E922
"Successful retailers recognize that their front-line employees are much more than just shelf-stockers and cashiers: they are absolutely critical to creating the kind of unique, memorable customer experiences that differentiate a retail brand. Unless their employees feel that they are an engaged, vital part of the shopping experience, retailers are finding that it’s nearly impossible for them to execute on customer experience (CX) initiatives.
By tapping into the Voice of the Employee (VoE) — which involves collecting, managing and acting on employee feedback — and by linking it to Voice of the Customer (VoC) programs, retailers can get the data they need to enhance employee engagement. And with Millennials and Gen Z employees entering the workforce, their desire for finding connection and purpose at their jobs increases the necessity and value of such programs.
This Retail TouchPoints Connected Consumer Series webinar, sponsored by Medallia, will use real-world retailer examples to explore how VoE and VoC can be successfully linked, and how retailers can use the data and insights generated by these communication initiatives to build employee engagement, enhance the customer experience and boost the bottom line. Additionally, attendees will learn what’s needed to establish a VoE program; what to look for in a partner; and how best to use the information that the program generates to achieve desired business results."
Learn How Top Retailers are Winning the Last Mile With Delivery Experience Ma...G3 Communications
Access the full event here: https://event.on24.com/wcc/r/1959223/858371423C975CB61D19288C605A108C
"The last mile has become a customer experience battleground for retailers, but it’s one that brands can win. While Amazon has raised consumer expectations around delivery speed, what shoppers really want are delivery options tailored to their needs — including self-service options; visibility into where and how their delivery will arrive; and no-hassle resolution when issues do occur. Retailers that focus on last-mile improvements reap benefits such as higher NPS scores, increased AOV and greater customer loyalty.
In this Connected Consumer Series webinar from Retail TouchPoints, sponsored by Convey, attendees will learn how Delivery Experience Management (DEM) provides the single source of last-mile data and tools needed so that retailers can actively manage deliveries efficiently, at scale. Nearly 12% of all shipments encounter some kind of issue, from delays to damaged packages — retailers can either head off problems before they occur, or quickly resolve them to the customer’s satisfaction. With DEM, retailers can ensure customers get their orders how and when they expect, taking intelligent action to correct issues along the way and uphold brand promises.
DEM best practices from retailers including Grove Collaborative, Uncommon Goods and Neiman Marcus will illustrate how retailers can proactively turn around negative shipping experiences, and often avoid them altogether. Expert commentary from a leading industry analyst will identify key last mile challenges and reveal what retailers can do to address them, resulting in efficient transportation, top line growth, and happier customers."
Leveraging Omnichannel Trends for E-Commerce Marketplace SuccessG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1963090/8D083B7B55462D75E842E96A689457C3
"From Amazon opening physical stores to Facebook opening a marketplace, the retail world is changing. Fast. And consumer behavior is the driving force behind much of that change. Brands and retailers have shifted toward “omnichannel” strategies across the retail landscape to target the increasing number of consumer touchpoints as well as the convergence of channels, business models and customer experiences. But e-commerce marketplaces are still a vital part of this changing landscape.
In this webinar, we’ll talk about recent consumer trends and specifically how brands and retailers can leverage e-commerce marketplaces to capitalize on them.
You’ll learn:
• An overview of omnichannel 2.0: Stores, delivery, mobile and voice
• Why marketplaces fit in well with current omnichannel trends
• Which domestic and international marketplaces you should consider
• How to win on marketplaces through more visibility
• And more"
The Store is Media: Reengineering Frontline Teams for the New Age of RetailG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1963727/632C5E2064B82920B10916ACEA80499E
"The physical store is by far the most powerful media channel your brand has - a living, breathing, experiential story about your brand, your values and the things you sell. The new role of stores is not simply to distribute products, but to distribute remarkable and memorable experiences. The question is, who are the people entrusted with bringing your brand story to life? What cultural onboarding, training, skills and tools do your frontline staff need in order to be your stand-out storytellers - the trusted voice and face of your brand.
Join us on April 2 to learn how pioneering brands are reengineering their frontline teams for the new age of retail where the customer is king and experience is everything."
Access the full event here: https://event.on24.com/wcc/r/1828218/4A38B85D06648AB3305659E6CBC56924
This session will provide a blueprint of how top brands are integrating ecommerce, POS and order management to provide seamless a shopping experience across channels. By providing scenarios of real-life shopping journeys, the session would highlight how retail brands are using cloud systems to innovate and keep up with fast-moving market dynamics.
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...G3 Communications
The document describes a customer journey mapping exercise for a beauty retailer. It identifies key stages in the customer journey from discovery to loyalty. For each stage, it outlines typical customer activities both digitally and in-store. It then details the goals, motivations, needs and feelings customers likely experience at each stage. The purpose is to understand the full path to purchase and identify opportunities to improve the customer experience across all touchpoints.
Location Intelligence - A Critical Tool in Retail Performance ManagementG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1816077/DFF9ECD078983862B13E8F3DA3C7144A
Retailers have more data at their disposal than ever before. Every day new sources and types of data become available. It is critical that retailers are able to consume and analyze this data in order to understand the discrete success factors that drive store success. Location Intelligence combined with leading edge data science is how best in class retailers are finding insights they need to drive growth in today’s Unified Commerce environment. Join Gary Sankary from Esri and Joe Whitley from Environics Analytics to learn how advances in GIS technology and DataScience are enabling retailers to create interactive management decision support tools that that drive top line growth and bottom line performance.
Holiday Predictions: What to Expect Based on Data From 500 Million ShoppersG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1817452/02D1B9BC132DB9B7D2D14665CC4B815D
The first in a succession of monthly holiday-focused webcasts, this session will help retailers prepare for the holiday shopping season ahead. Stay tuned for related online events in Q4 2018 and the anticipated Holiday Wrap Up in Q1 2019!
It’s the happiest time of the year, but it’s the busiest too, particularly for retailers. Every year, Salesforce analyzes data from 500 million shoppers to develop insights related to shopping behaviors during the holiday season. Last year, shoppers favored mobile to search for and purchase holiday gifts. AI-powered product recommendations demonstrated their value, driving a lift in overall transaction size for digital commerce. And every holiday season brings an element of surprise, such as the growing adoption of mobile combined with physical stores opting out of store hours on Thanksgiving Day or Black Friday.
Tune in to hear about what’s in store for retailers this holiday season and what retailers must do to capture the hearts, minds and wallets of today’s sophisticated shoppers. Listen to Salesforce’s Rick Kenney, Sr. Director, Industry Strategy and Insights and Caila Schwartz, Business Intelligence Senior Analyst, discuss shopper research trends and how to create impactful shopping experiences to set your business up for holiday success.
How to Leverage Funnel Metrics and Attribution Data for Your 2019 PlanningG3 Communications
Access the full event here: https://event.on24.com/wcc/r/1857248/435508AB175DDF720B1F0B902B23DB52
Believe it or not, it’s that time of year again.
Annual planning is a huge undertaking - laying out strategy and tactics to achieve your goals in the new year. But where should you start?
Start with the Full Circle Method: Planning, Achieving, Optimizing, and Evaluating. At the intersection of strategy, planning, and measurement, these four steps will help you study your breakthroughs and busts in 2018 and use those insights to plan for an amazing 2019. Come learn how successful companies have leveraged this data-driven framework to optimize their strategy, powered by funnel metrics and attribution data.
After this session, you will be ready to:
Derive insights from past campaign performance to plan next year’s campaigns
Layout a 4-part strategy to reach your goals
Create a marketing budget to support your 2019 objectives
With these tools, dive into your 2019 planning with confidence - following practical next steps and a proven success strategy.
Five Examples That Prove Personalized Marketing Doesn't Start with "Hello [Fi...G3 Communications
This document summarizes a presentation on personalized marketing strategies. The presentation discusses how personalization can increase engagement by greeting customers by their first name, but that personalization requires more than just greetings. It provides five examples of personalization: 1) segmenting audiences into smaller lists, 2) using multiple communication channels, 3) tailoring content dynamically, 4) gathering user preferences, and 5) using machine learning. The presentation was given by Katie Staveley from Mautic, who discussed how their marketing automation platform can be used to enable personalized experiences across digital channels.
The Payoffs of a Strategic Content Audit: The Gift That Keeps Giving for Unli...G3 Communications
The document describes the results of a content audit conducted by JLL Corporate Solutions. It outlines a 5-step process: 1) determining objectives and scope, 2) gathering content, 3) establishing criteria and conducting the audit, 4) analyzing results, and 5) developing an action plan. Key findings included that over 50% of Americas content was of high quality, while 70% of EMEA content addressed operational excellence. The audit identified opportunities to improve content alignment with JLL services like the Future of Work framework. Overall, the audit provided a strategic tool to optimize content marketing practices.
Access the full event here: https://event.on24.com/wcc/r/1800767/5BE4BCB5AE64B938308E14343DA3B309
Learn how taking a truly partner-first approach pays off in the channel. Channel marketing and management expert Cameron Avery shows you how to engage and enable partners across their journey with modern digital marketing tactics that put their business in the spotlight. Join us to see how purpose-built tech plus a partner-first approach from start to finish delivers more revenue and ROI for you.
Accelerate Your Partners' Digital Transformation With Point-Based RewardsG3 Communications
This document summarizes a presentation on using incentive programs to accelerate partners' digital transformation. It discusses assessing the current state of partners' demand generation and skills, aligning incentive programs to partners' sales processes and the buyers' journey, and developing a framework to incentivize key partner activities and behaviors at individual and company levels. The framework involves identifying target activities, tagging them as influencing individuals or companies, selecting appropriate incentive types, applying benchmark incentive rates, and measuring programs. The goal is to use incentives to drive partners' marketing certification, demand creation, opportunity registration, deal closing, and renewals behaviors.
The document discusses the 5 stages of a partner's journey: 1) Awareness, where a partner explores new products, technologies or vendors. 2) Consideration, where a partner evaluates options. 3) Decision, where a partner selects what to move forward with. 4) Experience, where a partner engages in a relationship. 5) Growth, where success is achieved and the partner continues investing in the relationship. It emphasizes that partners have power and build solutions, and that 60% of a solution provider's decisions are made before engaging with a vendor.
How RingCentral Optimized Account-Based Insights and Buyer Intelligence To Ra...G3 Communications
Access the full webcast here: https://dg-r.co/2L5QdrM
Data fuels every marketer’s strategy, but not all data is created equal. To be successful today, marketers need to be able to effectively analyze, optimize and maintain data accuracy as the first steps to gaining true insight. This is particularly true for account-based programs, where visibility into key decision makers is imperative. As the saying goes, “Garbage in, garbage out.” If the data going into your CRM is incomplete, incorrect or simply not the right data, any programs that rely on that data will deliver disappointing results.
During this webinar, David Cowings, Chief Marketing Data Scientist at RingCentral, and Chris Lynde, CEO of SaleScout Data Solutions, will share the steps needed to optimize buyer contact data and sales intelligence, with real-life insights from RingCentral’s demand gen data optimization process.
Engaging With Relevance At Scale: How Fluke Used AI To Transform Their Sales ...G3 Communications
Access the full webcast here: https://dg-r.co/2uiS82A
Fluke used AI-based insights to identify the right target accounts and engage them with hyper-personalized nurture and outbound using a combination of Lattice, Conversica and Eloqua – resulting in 48% higher engagement and greater opportunity creation in their target accounts.
Join our distinguished speakers to learn how Fluke used AI and data to improve segmentation and engage across different channels with hyper-personalized messaging.
Lessons From The State Of B2B Content Consumption & Demand Report And Real-Wo...G3 Communications
Access the full webcast here: https://dg-r.co/2LhxSVI
In this session, David Fortino, SVP of Audience and Product at NetLine, will discuss his observations on content consumption and demand based on findings from the company’s 2018 State of B2B Content Consumption and Demand Report. Fortino will dissect some of the stand-out data, such as consumption gap trends with C-level professionals and the significance of appealing to the larger active audience comprised of Individual Contributors.
The webcast will also feature Valerie Riley, Director of Marketing for ITProTV, who will share her experience and perspective on the efficacy of content syndication. Specifically, she will discuss:
* The challenges she faced to pilot a new, successful lead generation program prior to launching campaigns; and
* The winning strategy that led to over 1,500% ROI that can help other B2B marketers discover or expand their lead gen tactics.
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. #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. #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. #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. #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. #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. #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. 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. 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
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. #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. #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. #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. #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. #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. #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. #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
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. #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