How hard could running a store be? Isn't it as simple as keeping a bunch of products, renting a place, and selling? Also, how hard could it be when you have multiple locations where customers expect consistent experience when they visit any of the stores? Well, if e-commerce is hard, running a retail chain that is known for its customer experience like Starbucks or WholeFoods is equally hard. First, you need to make sure the customers can find the right products at the right place. And then, you need to have consistent store experience across locations.
In today's episode, our guest, Rachel Williamson, shares her insights on the nuances of retail store transformation. She also discusses how the customer experience starts right from hiring, having a playbook, and the importance of study and observations to handle execution and compliance issues. Finally, she shares several stories of various stores where the most store performance issues were related to problems such as not having a clean fitting room or having the right size that customers expected when they visited the store.
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