Program Overview
This program provides professionals with actionable strategies to enhance customer success and improve team management on the retail floor. Participants will gain insights into customer success metrics, people management principles, and practical techniques to resolve real-world challenges. Delivered by an industry expert with over 25 years of experience, the program blends conceptual knowledge, situational awareness, real-life examples, and interactive exercises to equip participants with tools to excel in retail operations.
Features
- Understand key customer success metrics and their application to retail operations.
- Gain practical strategies to manage diverse retail teams and optimize team performance.
- Learn to balance operational demands with delivering exceptional customer experiences.
- Develop actionable solutions to address real-world challenges in retail floor management.
Target audiences
- Retail floor managers, supervisors, customer-facing associates, and team leads in retail operations.
Curriculum
- 4 Sections
- 25 Lessons
- 1 Day
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- Foundations of Customer Success in Retail Operations8
- 1.1Defining customer success in retail: Moving beyond satisfaction to loyalty.
- 1.2Key metrics: Net Promoter Score (NPS), Customer Lifetime Value (CLV), and First Response Time (FRT).
- 1.3Retail-specific KPIs: Average Transaction Value (ATV), Units Per Transaction (UPT), and conversion rates.
- 1.4Common challenges in delivering customer success on retail floors: Handling high footfall, stockouts, and customer escalations.
- 1.5Identifying and analyzing customer behavior patterns and pain points.
- 1.6The importance of creating personalized experiences: Case studies from leading retail brands.
- 1.7Case Study: Successful customer engagement strategies on the retail floor.
- 1.8Interactive Exercise: Handling a challenging customer scenario while balancing operational demands.
- People Management for Retail Floor Excellence8
- 2.1Fundamentals of people management in retail: Motivation, delegation, and performance management.
- 2.2Key traits of effective retail floor managers: Communication, problem-solving, and empathy.
- 2.3Workforce engagement strategies: Incentives, recognition, and fostering a sense of ownership.
- 2.4Real-world challenges: Dealing with high turnover rates, cross-generational teams, and last-minute staffing issues.
- 2.5Managing diverse personalities and conflict resolution on the retail floor.
- 2.6Ensuring team alignment with organizational goals and customer expectations.
- 2.7Case studies of exceptional retail teams that achieved operational excellence.
- 2.8Group activity: Design a staffing and shift management plan for a high-demand retail day (e.g., Black Friday).
- Integrating Customer Success and People Management6
- 3.1The interplay between customer success and team management in retail operations.
- 3.2Frameworks for aligning team goals with customer success metrics.
- 3.3Navigating real-world complexities: Simultaneously managing customer expectations and employee well-being.
- 3.4Balancing operational efficiency with human connection on the retail floor.
- 3.5Lessons from global retail brands on building cohesive and customer-centric teams.
- 3.6Simulation: Managing a live retail scenario with dynamic customer and team challenges.
- Action Plan and Takeaways3
Instructor
