January 2014 - Page 11 of 23 - I Hate Working In Retail

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Prediction for 2014. Employees will rule. I like it!!!!!!!!

14 Customer Experience Predictions for 2014

Posted by Jeannie Walters on December 2, 2013
comments 5 comments  |  2655 reads
It’s totally December. How did that happen? Here we are again at the end of a year, looking back at the highs, lows and in-betweens. It was a good year for customer experience, in my opinion.
A pinnacle event for us CX geeks was the first ever Customer Experience Professionals Day, CX Day, on October 1st. Customers gained advocates as more companies created roles like the Chief Customer Officer and continued to understand the importance of experience over fluff.
But, as always, change begets change. So what can we expect in 2014? For fun this month, we’ll be exploring the future of customer experience and making some guesses on what’s next. Watch this blog, join our communities and let’s debate whose crystal ball is right!
To kick us off, I’m declaring 14 customer experience predictions for 2014. This is a quick list, and we’ll try to explore some of these in greater depth throughout the month.

customer experience predictions

 Ready? Set. GO!

1. Customer experience will splinter, as marketing has.

While customer experience departments and Chief Customer Officers continue to expand their roles within organizations, they will also splinter off into specialties, like analytics, customer feedback, and customer communications.

2. Community management will increase in importance.

Why is this a customer experience prediction? Because right now, community managers are often part of various groups like social media teams or promotions. Communities will drive change in the best organizations, and allow them to plug into what customers are really wanting. Those companies that get this will have a huge advantage.

3. Mobile. Mobile. Mobile. (But it’s not all the same.)

This year, the data caught up to what many of us were discussing in 2012. Customers love mobile! Retailers are starting to catch on with savvy apps and mobile sites, but the experience on a smart phone can (and sometimes should) be different than that on a tablet. As tablets and laptops morph, understanding each unique experience is key.

4. Employees will rule.

Employees of all kinds and at all levels are voicing what they see both inside and outside the company. The best companies provide many ways for employees to not only make suggestions and provide feedback, but also make sure they understand they are heard. Employees will not become quieter in 2014, so companies should get ready for their ideas.

5. Humor will win, except when it’s not funny.

People love to get the joke, but they aren’t looking to laugh at someone’s expense. Customers will appreciate those organizations that can look at the light side. Understanding the sometimes subtle line between irreverent and irrelevent is critical.

6. In-store and online experiences will continue to blend together.

Just as Target started highlighting the “Most Pinned” items from Pinterest, other retailers would be wise to help shoppers blur the lines between their online and offline experiences.

7. Loyalty programs will get easier.

The days of punch cards should die already. Help customers by providing rewards via mobile apps, like Starbucks, or keep the loyalty points on the customer’s behalf.
customer experience predictions

8. Speaking of cards, programs like Belly and Coin will help our wallets get thinner.

Customers are sick of lugging around 10 credit cards and 26 loyalty cards with the ocassional gift card thrown in. Coin helps us consolidate everything on one card, and Belly helps independent retailers provide sophisticated loyalty programs.

9. Signing with your finger will seem quaint soon enough.

If Apple can provide fingerprint technology for security on iPhones, then surely some savvy payment system startup can do this for us? Pay with your Coin card, sign with your fingerprint, and never worry about a lost credit card again! The ease of transactions will be a total win for some retailers.

10. CEO’s will continue to NOT get it.

I hate predicting this, but I’m afraid it’s true. 2014 will bring a new group of clueless, classless CEO’s who blame customers for product failures and insult the very people they’re looking to attract. The Lululemon and Abercrombie executives certainly gave us some disappointing quotes this year, but others will still say idiotic things. Get your popcorn ready. There will still be some shows in 2014.

11. The multi-screen experience will bring entertainment to the customer experience in new ways.

I know many of us use our tablet as a second screen while watching the Oscars, but just wait as creative marketers and product developers begin to tap into the potential of this. Commercials will begin to seek immediate, real-time feedback in new and exciting ways.

12. Business dashboards will slowly add customer metrics.

More and more leaders are understanding the connection between customer metrics like Net Promotor Score and Customer Satisfaction Rates and actual business results. While many business dashboards have traditionally ignored this data in favor of “year over year profit” and straight-up profit margin, many leaders will adapt to watching these customer metrics for the insights they can provide.

13. Customer journey mapping will grow up.

Instead of just a pretty image to post on the wall, dedicated mapping teams will begin to check in frequently with both employees and customers to make these maps living tools. Software and expertise will help the entire process become more sophisticated and integrated with the overall business.

14. Customer experience will continue to rock your world.

There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care.
It’s exciting, isn’t it? A whole new year to see what amazing things customers and companies will do together

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10 things I hate about working in retail by Bonnie Rideout

10 Things I Hate About Working Retail

I work at Target Canada. This is my first retail job, and like every job there are a lot of things to be disliked. Since I have officially been at Target for a year, I figured I share with you how my experience working retail has been so far; so here is a list of the top 10 things I hate about retail.
10) Cleaning up after people.
I get it, a lot have people haven’t had the chance to work retail to realize how irritating it is when people put things in a spot right beside where they go. But seriously, it’s not that hard to put something away when you’re in the same isle. Same with your kids; teach them some decency and have them put things back where they belong.
9) Screaming Children.
I understand that sometimes your kids are going to cry, and there is nothing you can do about it. But that doesn’t mean it doesn’t drive me crazy.
8) Friday nights.
When I was a teenager, the way I liked to spend my Friday nights was playing stupid games with my friends, hanging out and drinking at the skate park, or having a campfire at the beach. But that could also be that I grew up in a small town where malls didn’t exist.  However I still don’t see the appeal of hanging out at the mall. They also like to play “pranks.” I remember this one time some kids took an entire box of chocolate bars and left them in random places around the store… seriously? That’s how you want to spend you’re Friday night?
7) Crazy Couponers.
Ok, I do understand the appeal of saving insane amounts of money. But some people just get out of control. I once watched a crazy couponer let her child run bare foot through the store, and left her in charge of her baby, please have some decency. Also, please understand that ringing through your items takes a lot longer when you have coupons, and sometimes our machines don’t agree; and don’t get bitchy when your read the coupon incorrectly and I point out your error. Thankfully I am not a cashier and I only have to deal with this occasionally, but still. Overall, just be nice if you are couponing, I’m already not pleased that I have to deal with your coupons, please don’t make the experience any more unbearable.
6) When products are sold out.
Alright, you need to understand that yes, we are going to sell out of products. It happens, and no there is not a secret stash of magical products hidden in the back, nor will any amount of complaining you do suddenly make the product appear; and no, just because it’s on sale, it doesn’t mean we will have an unlimited supply. Sorry. Also, threatening to shop elsewhere because we don’t have a product in stock doesn’t bother me either. I recently had a customer say to me “Well I guess you’re not getting a sale from us” because we didn’t have the product they wanted in stock, and were not willing to consider a different product; this also will not make the product magically appear, so by all means, go somewhere else. I will try to help you the best I can by trying to find another product to suit your needs; but at the end of the day it doesn’t affect, I am not on commission.
5) Opening products.
This I also understand; some people need to see the whole product to be able to decide if they like it or not. However there is a right way and wrong way to do this. The right way is to gently open the packaging and try to avoid destroying it so that the product can be put back in its packaging, if you do not do it yourself; which as much as it annoys me to find random products unpackaged, it doesn’t bother me as much as people who open packaging the wrong way. The people who do it wrong way make me think I live in a world of savages. These “savages” like to violently tear open the packaging (seriously, its only tape not vice grips keeping it sealed) ultimately destroying it making it nearly impossible to assemble the scraps you left me with into something that kind of looks like the packaging that once contained the product. It’s almost like the get their joy from tearing packages to unrecognizable shreds of cardboard. Please, channel your destructive urges into something else… please….
4) Yogurt in the towels.
Alright, I do understand then while shopping you do change your mind sometimes. I get it, I do too. But seriously, please don’t leave refrigerated or frozen products elsewhere in the store so they can sit and go bad. It’s a waste because we can no longer sell them after they have been sitting out for some questionable amount of time. You can simply hand it to an employee you pass by while shopping, or even keep until you go to check-out and tell the cashier you don’t want it anymore (as well as with any other product) and they will ensure it is promptly returned to is proper place. It’s really that simple. No one likes finding a container of spoiled yogurt hidden behind some towels…
3) Target Canada vs. Target USA
My Target is in a border city, so we experienced this more so. Customers were always complaining and comparing our prices to those at am American Target. I’m sorry that we are in a DIFFERENT COUNTRY and our prices are not the same, the costs to run a business here are a lot different than in America. Just because we are a company that originated in America, does not mean we will be exactly like it is in America.
2) Complaining about prices.
Yes. I am aware that Target’s prices are not as low as Wal-Mart’s. However we carry better quality products, and if you’re not willing to pay for good products, then go to Wal-Mart. No amount of complaining about our prices will allow me to change them or make them magically lower.
1) Wal-Mart vs. Target
I hate when people say “Fine, I’ll just go to Wal-Mart.” Seriously, go right ahead. If you like trying to shop in poorly laid out store, with random shelves in the middle of the main isles and you feel like waiting in line for half an hour, or having to walk across half the store to find someone to help you only for them to tell you that they cannot help you with what you need help with; sure, by all means, go to Wal-Mart

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Story about Wal-Mart founder’s treatment of his employees from 1960’s


The American Prospect reviewed a couple of books about Wal-Mart, and included this charming anecdote about Wal-Mart founder Sam Walton

Around the time that the young Sam Walton opened his first stores, John Kennedy redeemed a presidential campaign promise by persuading Congress to extend the minimum wage to retail workers, who had until then not been covered by the law. Congress granted an exclusion, however, to small businesses with annual sales beneath $1 million — a figure that in 1965 it lowered to $250,000.
Walton was furious. The mechanization of agriculture had finally reached the backwaters of the Ozark Plateau, where he was opening one store after another. The men and women who had formerly worked on small farms suddenly found themselves redundant, and he could scoop them up for a song, as little as 50 cents an hour. Now the goddamn federal government was telling him he had to pay his workers the $1.15 hourly minimum. Walton’s response was to divide up his stores into individual companies whose revenues did not exceed the $250,000 threshold. Eventually, though, a federal court ruled that this was simply a scheme to avoid paying the minimum wage, and he was ordered to pay his workers the accumulated sums he owed them, plus a double-time penalty thrown in for good measure.
Wal-Mart cut the checks, but Walton also summoned the employees at a major cluster of his stores to a meeting. “I’ll fire anyone who cashes the check,” he told them.