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Four things you need to know about having an accurate NPS

With Net Promoter Score (NPS) quickly becoming the 'gold standard' to measure customer loyalty & advocacy, a key question that often gets asked is how to ensure that retailers are getting an accurate NPS?

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The strategic planning process

It may seem an obvious statement to say that strategic planning is a process. Yet it is important to grasp that strategic planning is a series of sequential activities supported by monitoring, review and evaluation. Initially it requires a big picture perspective and an objective standpoint to...

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Implement sales and service strategies

Being customer centric is about having an underlying commitment to placing the customer’s interest at the centre of every business decision. This requires a consideration of the most appropriate sales and service strategies to fulfil on that commitment. Retailers, both large and small benefit...

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Be customer centric

‘We are at our best when we deliver enriching experiences.’ - Apple credo

There is no better time than now to be a retail customer. There is so much choice. It is easy to shop internationally and take advantage of the strong Australian dollar, no GST and low cost shipping. Using technology,...

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Foster a beneficial learning-facilitation relationship

Taking the time to tailor learning to the needs of each individual learner can have a significant impact upon the quality of the learner experience. It is the domain of the facilitator to ensure this occurs and can take considerable time and effort to do so.

To learn how to steer your success as...

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Develop and implement a work-based learning pathway

A learning pathway is the way an individual navigates their knowledge and skill development, growth and life experience through formal and informal education and training across their personal and professional lives.

Learning can be a positive and rewarding experience, yet it is not always so in...

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Create a learning environment

Learning can be a positive and rewarding experience, yet it is not always so in the workplace. Organisational learning is a contributing factor in the achievement of organisational goals and objectives, the retention of key staff, staff engagement, morale and discretionary effort. It is often...

Defending Australia's retail talent

The ARA are leading the charge in protecting local skills required to keep Australian retailers globally competitive.

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Establish good work habits

Have you ever worked with someone who was really organised? No matter what happened during the day, they were able to successfully get through all of their tasks as well as taking care of their number one priority – the customer. These people have great time management skills. They can...

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Show team support

As a team member in a retail store you don't work in isolation. You work with a whole range of people. These include your direct managers, the other employees in your store, other supervisors and a whole range of employees in other parts of the organisation. You may even deal with people who are...

Organisational requirements

All retail businesses are expected to follow the laws that have been established by the Australian Government. These are usually documented for staff members in the Company Policy and Procedure Manual. They are Position Descriptions, the Code of Conduct or similar types of documents. The...

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Action customer service standards and policies

For any retail store to operate efficiently and within the guidelines of the law, they must have well documented policies and procedures. These provide staff with written information on the standards of the organisation.

It is the role of the Manager or Supervisor to ensure that these standards...

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Remaining Professional

When you are interacting with customers on a daily basis it is important that you act in a professional manner at all times. A key part of this is how you present yourself and the way in which you interact, not only with your customers but also with other team members. If you are in a leadership...

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Lead the customer service team

Leadership is all about influencing the actions of others and helping your team to enjoy the satisfaction of high achievement. It is an important part of giving great customer service and building strong relationships with your customers.

To learn how to steer your success as a team leader, the ...

Performance culture

In a true performance culture, the focus and effort are placed on (a) maximising the performance of each individual, irrespective of their role, level of capability, etc. and (b) enabling each individual to strive to reach their true potential, irrespective of what that is. In such a culture,...

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Goal alignment with organisational objectives

In the workplace, team and individual goals will vary. Aligning these goals with your organisation's operational plan with produce a high performing team.

Successfully building and sustaining highly productive retail teams is more a result of your leadership style than the resources that you can...

Dealing with team disfunctions

Disfunction within a team can lead to poor performance. It is imperative that the leader seeks to understand the source of dysfunctionality within their team. Once the disfunction is understood the leader can then implement strategies to reduce the impact it has on team and organisational...

Managing the generations

Within organisations and teams generational diversity management is very challenging and can have a great impact on team and individual performance. Organisations may have up to five generations in their workforce:

Group development for greater performance

A team’s ability to work together and remain cohesive in achieving the team goal regardless of any challenges leads to greater performance. A leader needs to seek to understand the dynamics of their team.

Promote targeted events

Event planning is a detailed business.

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