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Customer Centricity’s Impact on the Workforce

New research defines the changing role of the workforce;  focus shifts to creating an enhanced customer experience

Consumers have gained power in the retailer-customer relationship, and they are looking for service. In an effort to reflect customer priorities, retail executives and managers are now embracing a high-touch customer service strategy.

In a study sponsored by Kronos, Retail Systems Research (RSR), set out to discover how far customer-centric strategies have come in impacting the workforce. To learn about the survey findings and methodology, see our press release.  The full survey, “The State of Retail Workforce Management”, can be downloaded at

Also, download “Customer Centricity’s Impact on the Workforce”, by Nikki Baird, Managing Partner at RSR Research.   This article summarizes the survey findings and describes how the role of the workforce and the tools used to manage the workforce must change if retailers are to survive in a customer-centric environment.

Workforce Institute’s opinion
Store managers are saddled with responsibilities for eking a profit out of their stores, but they typically have very little control over the selection of merchandise or the way it’s promoted and priced.  They can, however, control workforce operations, provided they have the proper tools.  The Workforce Institute agrees with the author: to expect store managers to manage this part of the business using spreadsheets, instinct, whiteboards and experience is folly.

Tell us about your experience with workforce management tools, and how you compete in a world where the customer has more options and more power than ever before.

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