The most successful store associates are brand ambassadors poised to win long-term customer loyalty and boost in-store conversions. Armed with mobile devices, store associates and managers can provide shoppers with the information they need to help close the sale. Workforce management should strive to optimize associate-to-shopper interactions in order to provide the best product expertise at the right time. Join Scott Knaul from Workforce Insights in this upcoming webinar that will help retailers empower associates, fuel employee retention and improve store profits. Click here to register for the webinar titled: Transforming The Workforce From An Expense To A Competitive Advantage.

1. Transforming The Workforce
From An Expense To A
Competitive Advantage
Presented by Session sponsored by

2. About CCS
 8-part series (June 11-21)  Featuring industry
analysts and consultants
 Sessions covering Mobile,
Social, In-Store, X-  Free for Retail executives
Channel, and more
www.retailtouchpoints.com/connected-consumer
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3. Follow The Webcast On Twitter
#CCSeries12
@ConnectConsumer
@RTouchPoints
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4. About Retail TouchPoints
 Launched in 2007
 More than 20,000 subscribers
 Provide executives with relevant,
insightful content
 Free Resources such as White Papers,
E-book, Webinars, Research and
Podcasts
www.RetailTouchPoints.com
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5. BrightTALK
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6. Today’s Panelists
Scott Knaul Liz Moughan
Workforce Insight Kronos
MODERATOR
Andrew Gaffney
Publisher
Retail TouchPoints
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7. Key points
• Current State | WFM & Customer Experience
• Common Symptoms & Lessons Learned
• Top Strategies to Bridge Gaps
• Ongoing Measurement
• Key Takeaways
7

8. CURRENT STATE | WFM & CUSTOMER EXPERIENCE
Have you quantified your customer How effective is your Customer
experience in terms of the payroll Service Model at driving improved
required to deliver the defined vision? customer satisfaction?
67%
36%
Room for
YES Improvement
or Unacceptable
Source: Retail WFM Benchmarking Study - 2011
8

9. COMMON SYMPTOMS
Familiar Symptoms?
“ ”
We don’t have enough time?
“ ”
We have too many tasks.
9

10. COMMON CAUSES
3 Common Causes
1 Labor Standards not Defined
2 Excessive Workload
3 Store Variability
10

11. COMMON CAUSES
3 Common Causes
OPPORTUNITIES:
1 Labor Standards not Defined
• Business Processes
• Standard Operating Procedures
• Labor Standards
• Standardization
2 Excessive Workload
3 Store Variability
11

12. Thank You For Your Interest In The
Connected Consumer Series
View the on-demand
session on BrightTALK
www.retailtouchpoints.com/connected-consumer
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