Retail Leadership, Customer Experience and Training Blogs

You've heard of scripts (ugh) and positive body language, but have you been focusing on curiosity in sales? Most retail stores overlook it … and then complain that not enough people visit their branches! Instead, gain an advantage over the average competitor by teaching THIS to your staff. Not-so-curious retail sales assistants: the problem with the current situation Way too many retail stores are still relying on scripts , and customers can tell. Seriously. It’s so obvious

Let’s face it: everyone knows that retail turnover is high—much higher than most industries. But what does that mean for your stores going forward? Should you try and fight a doomed battle or just save money on staff training, knowing they’re probably going to leave soon? Heads-up: you might not like the answer (but, if you want your stores to succeed, it’s not a good enough reason to ignore it). The retail industry and staff turnover: a troubled relationship Let’s start by

Still evaluating your store’s success based on Average Transaction Value and the usual hard KPIs in retail? I’m afraid that’s as anachronistic as focusing all your social media efforts on MySpace during the age of Instagram and TikTok! If you want your stores to succeed during the phygital revolution ⁠ — and of course, you do ⁠— you need to change your focus. This includes prioritising the retail KPIs that take this new normal into consideration . Let me show you why (and how

Spend most their time behind the scenes, working on admin? That’s bad news! Store managers are necessary, but you MUST change your approach.

When trying to figure out how to make more sales in retail, most businesses overcomplicate it . Stealing a strategy that doesn’t align with their brand just because it seems to have worked for a competitor. Automatically jumping on the latest and most expensive AR technology or a random new craze. Getting their staff to memorise scripts that sound as fake as a £10 Balenciaga bag. Now, don’t get me wrong: I’m not saying you shouldn’t look into new tactics and opportunities. Ho

Supply chain chaos, bestsellers unavailable in-stores, low staff morale, shabby shop-fits all paired with lack lustre leadership points to one depressing future - retail is dying. In fact, retail has only been surviving on a knife edge for many years. Back in the 90's, 00's and even 2010's brands were scaling fast. Speed to open up as many retail sites as possible was the goal. Physical presence was king! Footfall was booming! Open in Europe! Open in The Middle East! Open in

Let me guess; whenever your CV earns you an interview, you start researching the company and ironing your shirt, maybe polishing your shoes but… have you also considered your energy and confidence in interviews ? While it’s often the last thing job seekers think about— if they focus on it at all—it can actually make or break your interview right from the start. Is confidence important in an interview? Yes, confidence in interviews is extremely important: in fact, 39% of candi

From smart mirrors to in-store tablets, a phygital retail model could bring the wow factor back into some brick-and-mortar locations. Is it always positive, though, or does it come with a few challenges? And most importantly: is a phygital strategy the right investment for your brand? Let’s find out. What does phygital mean in retail? A combination of ‘physical’ and ‘digital’, phigital retail is an omni-channel strategy that consists of implementing e-commerce or AR and VR tr

There are so many misconceptions around this industry that I can’t blame you for wondering ‘is retail a career, or is it just an entry-level option for your university days?’ Maybe you were actually intrigued by the idea of entering or growing within this bustling sector, but you’ve heard so many bad things about it that you’re now put off. Well, let’s find out if it’s just about stacking shelves and working weekends or if there’s more to retail’s career progression. Is retai

When it comes to mid-tier and luxury brands, a team of entry-level sales associates is no longer the future of retail . Not any more than a passive, desk-relegated secretary is the future of successful CEOs, unlike proactive Executive Assistants. So, what approach and professional figures should you consider for your retail stores? To stand out and succeed in retail, you must first… unretail . (Bear with me!) Is retail a dying industry? Retail as we know it can often be consi

The cost of losing an employee is expensive. Retail is plagued by one of the highest staff turnover rates at well over 60%. If you didn't know, a turnover rate of around 15% is considered to be pretty decent. But retail is above 60%. This is chaos. Just as a team gets settled with the new Assistant Manager, the FTE leaves, then another one goes...the morale of the team is in constant turmoil. Studies show that the cost of losing an employee depends upon their position. An ent