Corrosive Effects of Unplanned Absenteeism on Retailers

Today's post is submitted by Joyce Maroney, executive director of the Workforce Institute at Kronos. According to a recent survey of 800 retail managers across multiple countries we conducted with our research partner Coleman Parkes,  for every 10 hours of in-store labor budgeted, more than one hour is wasted due to staffing misalignment caused by … Continue reading Corrosive Effects of Unplanned Absenteeism on Retailers

The Secret to Easy Workforce Management Implementations

Today’s post is courtesy of our board member Bob Clements.  Bob is President at Axsium Group,  a leading workforce management consulting firm. Workforce Management (WFM) implementations are hard. If fact, WFM is harder than almost any other system to successfully implement for two primary reasons. First, rules that govern WFM are surprisingly soft. What makes a … Continue reading The Secret to Easy Workforce Management Implementations

Blockchain technology use cases – is Workforce Management one?

Today’s post about blockchain technology use cases is courtesy of our board member, Mark Wales. Blockchain technology use cases - is Workforce Management one? I recently attended a monthly industry group meeting with representatives from a variety of companies with a presence in the Pacific Northwest, where I live. These monthly gatherings, attended by folks from … Continue reading Blockchain technology use cases – is Workforce Management one?

Game, Set, Match: Google

Today's post comes to us courtesy of board member John Frehse, senior managing director at Ankura Consulting Group. Does your company provide employees with access to information in a useful format? You may think the answer to this question is “yes”, but, at the risk of sounding harsh, I’m guessing it’s actually “no”. Here’s why: … Continue reading Game, Set, Match: Google

A Lifeline for Retailers in a Challenging Climate

Today's post is courtesy of our board member, Mark Wales. Recently, we’ve seen increasing pressure on retail profitability. Declining traffic and retention, combined with increasing labor costs, higher customer expectations, and the need for more frequent investments in technology and store renovations, are all making survival in the retail jungle a real challenge. The result is that more … Continue reading A Lifeline for Retailers in a Challenging Climate

Podcast: Kettle Cuisine & the Recipe for Employee Engagement

Kettle Cuisine was founded in the Boston area in 1986 and have their headquarters in Lynn, Massachusetts.  They make small batch, all natural soups from scratch for restaurants, food service operations and grocery retailers nationwide.  They employ about 275 employees, many of whom are immigrants to the United States.  I was introduced to their Sr. … Continue reading Podcast: Kettle Cuisine & the Recipe for Employee Engagement

Kronos Culture of Inspiration & Caring for Our Customers

The relationship between employee engagement and customer service is a topic we cover a lot at the Workforce Institute, including in our new book It's All About Bob/bie - Strategies for Winning With Your Employees.  Here at Kronos we believe that happy employees make happy customers. Think about it: a happy, engaged employee - who believes in the company … Continue reading Kronos Culture of Inspiration & Caring for Our Customers

Winning with Your Employees – It's All About Bob(bie)

I experienced the worst and best customer service experiences of my life from competing companies on the same day a few years ago. My widowed father's Alzheimer's disease had progressed to the point where he could no longer remain in an independent living apartment in his over-60 community. We made the decision to move him … Continue reading Winning with Your Employees – It's All About Bob(bie)

How Are Your Employees Rating You?

Today's post is courtesy of my Kronos colleague, Leo Daley.  This post was orginally published on Working Smarter Cafe.  The experience your employees have when they come to work each day has a huge impact on the experience your customers will have.  What investments are you making in your employees to make them social fans? I’ve … Continue reading How Are Your Employees Rating You?

Happy Marriage of Employee Engagement & Customer Experience

Last week, I had the pleasure of addressing a crowd of my fellow customer experience professionals at the annual Satmetrix user conference.  At Kronos, we invest a lot of effort into listening to our customers, following up with them when they let us know they need something more from us, and incorporating their feedback into … Continue reading Happy Marriage of Employee Engagement & Customer Experience