Why read this? If you run a retail store or chain, you might know that Workforce Management (WFM) helps to control labor costs, improve store performance and raise profits. But: WFM also makes your customers happy, which is perhaps the most important feature. After all: no customers, no business Download whitepaper http://www.devrieswfm.com/retail-workforce-management/

1. De Vries Workforce Management, 2014

2. Why read this?
If you run a retail store or chain, you might know that Workforce
Management (WFM) helps to control labor costs, improve store
performance and raise profits.
But: WFM also makes your customers happy, which is perhaps the
most important feature. After all: no customers, no business.

3. What ís customer experience?
Every retailer or supermarket offers a customer experience. Perhaps
it’s “a clean, well-lit, safe store environment with merchandise available”.
Or, if you are more service-oriented, you offer a more interactive or
personalized customer experience.
Gartner defines customer experience as:
The customer’s perceptions and related
feelings caused by the one-off and
cumulative effect of interactions with a
supplier’s employees, systems, channels
or products.

4. Why is customer
experience important?
The economy is fragile, competition is fierce. Customers tend to
shop around, not only looking for low prices but also a great shopping
experience. No wonder that providing a great customer experience
is the primary goal of most retailers.
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5. Employees make all the difference
Many factors influence customer experience: price, merchandise,
sales channels and brand identity. But the role of your employees is
most important. 82% of retailers state that, in recent years, the role
of the workforce in enabling customer service has become more
important than ever.
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6. Workforce management
helps your staff to deliver
WFM has many positive effects on both employees and customers.
Most retailers see “Enhancing the customer ex­perience
„
as the critical
driver for workforce management solutions.
The need for consistent, productive and
engaged sales staff across distributed
stores means that retailers are demanding
increasing sophistication in forecasting,
scheduling, task management and
timekeeping capabilities.
To quote Gartner again:
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7. So: how can WFM boost
customer experience?
It’s time for some practical day-to-day examples: four important
customer expectations and how WFM helps to fulfill them.
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8. Well-kept and well-stocked store
Customers want to shop in a convenient supermarket, with the needed items on display.
WFM helps you to plan activities like cleaning or filling the racks well before rush hours.1
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9. Prompt and swift service
Customers demand to be helped quickly, especially at the checkout but also on the shop floor.
WFM gives you a detailed forecast of the expected traffic during the day.2
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10. Friendly, customer-oriented approach
Customers appreciate employees who enjoy their work, making the store a nice place to visit
and shop around in. WFM keeps staff happy, more involved and productive.3
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11. Competitive prices
Customers also expect their supermarket to be highly competitive. WFM allows you to control
costs of labor much better, often lowering them significantly.4
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12. How do we know all this?
De Vries Workforce Management, a European software company, is the
market leader for workforce management solutions in the Dutch retail
sector. De Vries WFM has over 30 years of experience in the retail sector.
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13. Read our White paper. You can download it here.
Want to know more?

14. Happy employees are more productive.
Happy customers are more consumptive.
Workforce Management achieves both.
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