With the continuing impacts of the recession and the leveling off of the benefits from “lean retailing” and other strategies, an increasing number of retailers are turning to the strategy that has always served them best: rich and effective interpersonal connections – connections between salespeople and customers, between purchasing managers and suppliers, between frontline employees and managers, between managers and leadership.
It’s a renewed focus on people rather than processes. It’s a focus that has a positive impact on the bottom line, boosting growth and profitability. When employees connect through conversations that empower them to speak up, they become engaged to go the extra mile. Those conversation skills can be learned. And they can produce positive significant financial results.
“Business is fundamentally an extended conversation with partners, employees, customers and the unknown future emerging around us,” says Susan Scott, founder and CEO of Fierce Inc., a training and development provider with a focus on conversations as a driver of individual and organizational success.
“What gets talked about in an organization, how it gets talked about, and who gets invited to the table, determines what will happen, or won’t,” Scott says. Or, in the words of Howard Schultz, CEO and chairman of Starbucks Coffee, “Everything matters.”
This informational paper from Fierce Inc. explains why developing the skills for powerful, meaningful conversations within an organization can provide a significant competitive advantage in improving retail revenue in today’s uncertain times.