CX requires critical KPIs for performance and the performers
Everywhere you turn you see the term "omnichannel". And, for those of you following this blog, we have written several posts on how today's consumers are transforming their shopping behavior. Omnichannel shopping means that consumers have unlimited access to product information and pricing. Yet, the majority are still going to stores to make their final purchase. So, what does that mean for the future of retail? Consumers will increasingly have very different expectations for their store trips. They are voting for stores that can provide personalization and service after the sale. In short, the consumer expectation for the store of the future is more than a showroom with wait staff. The real elephant in the room is whether retail stores will invest, measure and recognize the performers that make a difference.
Why this is important: In the "Differentiate or Die" scenario, store associates are a key critical success factor. Yet, most retailers have few, if any, metrics to track peak performers or reward them for their performance that consumers highly value.