Presenting the 4th session of 6-part webinar series, Consistent Customer Experience Series 2014 by Retail TouchPoints & Opterus #CCES14

1. The
Final
Piece
of
the
Puzzle
Communica*on
Ma,ers!
#CCES
PRESENTED
BY
Solving
the
Store
Execu>on
Challenge
SPONSORED
BY

2. #CCES14
Welcome
Webinar
AFendees

3. #CCES14
Follow
This
Webinar
On
TwiFer
#CCES14

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

13. #CCES14
Con>nuous
Improvement
Cycle
Strategy
&
Workload
Planning
Opera>onal
Communica>on
&
Gatekeeping
Execu>on
Compliance/
Accountability
Conversion
&
Customer
Loyalty
Measurement

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

22. #CCES14
Submit
Your
Ques>ons

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