Winning Customer Loyalty With a Demand-Driven Workforce

By Kronos
In the midst of the sea of change taking place in retail, there have been some constants, too. Retailers still strive to differentiate their offerings from their competitors. Differentiation strategies that used to focus on some combination of product offering and price-point are quickly becoming extinct.

Increasingly, the only battleground left is the war for customer loyalty. And it's here that  today's retailers face the great catch-22 of modern retailing: In order to drive customer loyalty, I not only need the right product offering at competitive prices, but I also need to increase customer satisfaction while maintaining control of operating costs. While retail has always been, by definition, service-oriented and customer-focused, the fact is that now more than ever, profitable retailing revolves around the performance of the retailer's largest controllable expense and most strategic asset -- its employee workforce.