Optimise your workforce management, improve your customer experienceGreat retailers offer great experiences Customer experience has become somewhat of a buzzword in recent years. But that certainly shouldn’t detract from its importance. When market research firm, Forrester, compared five pairs of companies – in which one had a significantly higher customer experience score than the other based on Forrester’s own index – over a period of five years, the company with the higher score out- performed the other company in every single pair. The customer experience leaders also averaged 14% higher growth than the other companies. Wharton University did some research on what con- stitutes great experiences in retail - and in a sum- mary of five key points, four relate directly to quality

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