1. Understanding
How
to
Deliver
A
Consistent
Customer
Experience
#CCES14
Webinar
Sponsored
by

2. #CCES14
Welcome
Webinar
A8endees

3. #CCES14
Follow
This
Webinar
On
Twi8er
#CCES14

4. #CCES14
About
Retail
TouchPoints
ü Launched in 2007
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insightful content across a variety of
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5. #CCES14
Panelists
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
MODERATOR
Scott Knaul
CEO
SMK Workforce Solutions
Erin Oldershaw
Communications Strategist
SMK Workforce Solutions

6. #CCES14
SMK
Workforce
SoluFons
We
are
a
consulFng
firm
uniquely
focused
on
the
key
retail
proposiFon
of
the
Customer
Experience
across
all
retail
channels.
From
focused
advice
on
communicaFons,
team
management,
business
processes
and
tools,
we
partner
with
retailers
in
creaFng
and
execuFng
a
consistent
Customer
Experience.

7. #CCES14
Customer
Experience
OperaFng
Model
Service
Model
ExecuFon
Service
Enhancements
Measurement

8. Delivering
the
Customer
Experience
Service
Model
Opera=ng
Model

9. The
Service
Model
DEFINE
IT
• How
is
the
service
model
defined
by
your
organizaFon?
• How
is
the
service
model
defined
by
your
customer?
What
service
expectaFons
do
your
customers
have?
• How
is
the
in-­‐store
service
model
defined
by
your
organizaFon?
Are
there
non-­‐negoFable
factors
that
will
impact
the
experience?
QUANTIFY
IT
• What
Fme
standards
are
used
to
quanFfy
the
service
model?
• What
metrics
are
used
to
measure
the
process?
• What
processes
are
used
measure
and
track
accountability?
• Do
you
have
tools
to
build
efficiencies?

10. The
OperaFng
Model
DEFINE
IT
• What
work
needs
to
be
executed?
• How
is
work
managed
in
the
stores?
• What
tools
do
you
have
to
streamline
work?
• What
is
the
value
of
the
work
being
executed?
QUANTIFY
IT
• What
Fme
standards
are
used
to
measure
the
work?
• What
processes
are
used
measure
and
track
accountability?
• Do
you
have
tools
to
help
build
efficiencies?
• What
business
pracFce
/
forum
is
used
to
review
the
ROI
on
the
work
being
executed?

11. The
Customer
Experience
–
Balancing
it
all
You
must
define
and
quan.fy
the
customer
experience

12. #CCES14
Consistent
Customer
Experience
Winning
The
Ba8le
Of
Customer
Service
Vs.
Task:
OpFmizing
The
Customer-­‐Centric
Payroll
EquaFon
Growing
Revenue
While
Controlling
Labor
Cost
CommunicaFon
Ma8ers:
Solving
the
Store
ExecuFon
Challenge
Conquer
the
Fing
Room
–
Make
the
Most
of
Your
Most
Valuable
Real
Estate
Understand
In-­‐
Store
Shopper
Behavior
With
Precise
LocaFon
AnalyFcs

13. #CCES14
Q&A
//
Panelists
Debbie Hauss
Editor-in-Chief
Retail TouchPoints
MODERATOR
Scott Knaul
CEO
SMK Workforce Solutions
Erin Oldershaw
Communications Strategist
SMK Workforce Solutions

14. #CCES14
Next
Session
WEDNESDAY
•
MAY
21,
2014
at
2PM
ET
/
11AM
PT
Winning
The
BaGle
Of
Customer
Service
Vs.
Task:
Op=mizing
The
Customer-­‐Centric
Payroll
Equa=on
DARREN
BOWDEN
Connors
Group
ANNE
MACKENZIE
KOTRABA
SMK
Workforce
SoluFons
www3.retailtouchpoints.com/cces14