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
Key metrics: Net Promoter Score (NPS), Customer Lifetime Value (CLV), and First Response Time (FRT).
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