Linking Learning Outcomes to On-the-Job Skills: The Secret to Building Excellent Customer Experience in Retail

Despite the fact that online purchases only account for 10% of total annual retail sales [in the United States], shifts in consumer buyer behavior and double-digit e-commerce growth are leaving brick-and-mortar retailers increasingly uncomfortable. Today’s customers have an ever-expanding list of shopping options when they want to make a purchase -- why should they choose your brick and mortar store? If you want your retail store to stay competitive with nimble startups and alternative marketplaces that bend on price and cater to convenience, you need an edge.

Fortunately, today’s modern, mobile customers have been very clear about one thing: the importance of customer experience. In-person support is a strong driver of getting shoppers into stores, which gives traditional brick-and-mortar retailers an enormous opportunity to build relationships and capture sales for 90% of a US $2.1 trillion industry – but only if their associates are prepared to deliver the experience customers want.