1 00:00:00,000 --> 00:00:02,640 Welcome back everybody for another deep dive. 2 00:00:02,640 --> 00:00:03,480 Always fun. 3 00:00:03,480 --> 00:00:07,880 Today we're getting laser focused on something, 4 00:00:07,880 --> 00:00:09,440 you know, is critical in retail, 5 00:00:09,440 --> 00:00:11,840 but maybe you don't have a solid plan for. 6 00:00:11,840 --> 00:00:12,680 Yeah. 7 00:00:12,680 --> 00:00:16,440 And that is building confidence as a strategic advantage. 8 00:00:16,440 --> 00:00:17,280 Absolutely. 9 00:00:17,280 --> 00:00:20,320 We're going way beyond just rah rah motivation here 10 00:00:20,320 --> 00:00:21,320 and we're getting into the how. 11 00:00:21,320 --> 00:00:22,160 Good. 12 00:00:22,160 --> 00:00:25,200 Our main source material today is gonna be 13 00:00:25,200 --> 00:00:27,000 unlocking confidence. 14 00:00:27,000 --> 00:00:29,320 The key to retail transformation. 15 00:00:29,320 --> 00:00:30,160 Here's a good one. 16 00:00:30,160 --> 00:00:32,280 And I think people will get a lot out of it. 17 00:00:32,280 --> 00:00:34,040 Yeah, this one is packed with insights. 18 00:00:34,040 --> 00:00:34,960 Yeah, it really is. 19 00:00:34,960 --> 00:00:36,600 So what really struck me right away 20 00:00:36,600 --> 00:00:40,040 is how the article frames confidence. 21 00:00:40,040 --> 00:00:42,000 It's not just a soft skill. 22 00:00:42,000 --> 00:00:43,600 This is a driver, you know, 23 00:00:43,600 --> 00:00:45,400 the driving force behind everything 24 00:00:45,400 --> 00:00:49,240 from sales to customer loyalty, even innovation. 25 00:00:49,240 --> 00:00:50,880 Especially in today's world, you know, 26 00:00:50,880 --> 00:00:54,400 battling online giants and ever changing consumer behavior. 27 00:00:54,400 --> 00:00:55,880 Confidence can make or break you. 28 00:00:55,880 --> 00:00:56,720 True. 29 00:00:56,720 --> 00:00:57,560 Or the lack of it. 30 00:00:57,560 --> 00:00:58,400 Yeah. 31 00:00:58,400 --> 00:00:59,240 I'm curious though. 32 00:00:59,240 --> 00:01:02,720 How do we take this and translate it from a concept 33 00:01:02,720 --> 00:01:05,240 into something that is actionable? 34 00:01:05,240 --> 00:01:06,080 Right. 35 00:01:06,080 --> 00:01:07,880 Like we can't just tell people to be more confident 36 00:01:07,880 --> 00:01:09,280 and expect that to happen, right? 37 00:01:09,280 --> 00:01:10,120 Right. 38 00:01:10,120 --> 00:01:12,080 You can't just sprinkle confidence dust on everybody 39 00:01:12,080 --> 00:01:12,920 and call it a day. 40 00:01:12,920 --> 00:01:13,760 Yeah. 41 00:01:13,760 --> 00:01:15,520 The article actually breaks this down 42 00:01:15,520 --> 00:01:18,320 into some very concrete steps at each level 43 00:01:18,320 --> 00:01:20,200 of a retail organization. 44 00:01:20,200 --> 00:01:21,200 Okay. 45 00:01:21,200 --> 00:01:23,160 So think of it as a confidence ecosystem 46 00:01:23,160 --> 00:01:25,400 where each part supports the other. 47 00:01:25,400 --> 00:01:26,720 Okay, I like that. 48 00:01:26,720 --> 00:01:28,040 Let's start at the front line. 49 00:01:28,040 --> 00:01:29,440 The front line associates. 50 00:01:29,440 --> 00:01:31,080 Yeah, where the rubber meets the road. 51 00:01:31,080 --> 00:01:32,320 Imagine a customer. 52 00:01:32,320 --> 00:01:33,160 Okay. 53 00:01:33,160 --> 00:01:34,160 Walks into your store. 54 00:01:34,160 --> 00:01:35,000 Yeah. 55 00:01:35,000 --> 00:01:37,800 Armed with online product reviews. 56 00:01:37,800 --> 00:01:38,640 Sure. 57 00:01:38,640 --> 00:01:39,480 Competitor comparisons. 58 00:01:39,480 --> 00:01:40,800 Oh yeah, they have their phone out. 59 00:01:40,800 --> 00:01:42,560 They're ready to grill your associates. 60 00:01:42,560 --> 00:01:45,320 This is Tuesday afternoon in any store. 61 00:01:45,320 --> 00:01:46,960 This is reality, right? 62 00:01:46,960 --> 00:01:51,000 So in that situation, associate confidence is make or break. 63 00:01:51,000 --> 00:01:51,840 For sure. 64 00:01:51,840 --> 00:01:52,680 Hesitation. 65 00:01:52,680 --> 00:01:53,520 Mm-hmm. 66 00:01:53,520 --> 00:01:54,960 You know, that can translate to lost sales 67 00:01:54,960 --> 00:01:57,160 and a damaged brand reputation. 68 00:01:57,160 --> 00:01:58,000 Makes sense. 69 00:01:58,000 --> 00:02:01,080 Media Plus actually highlights three components 70 00:02:01,080 --> 00:02:02,720 of associate confidence. 71 00:02:02,720 --> 00:02:03,560 Okay. 72 00:02:03,560 --> 00:02:04,800 That we can directly influence. 73 00:02:04,800 --> 00:02:05,640 I like this. 74 00:02:05,640 --> 00:02:07,360 Those are knowledge mastery. 75 00:02:07,360 --> 00:02:08,200 Okay. 76 00:02:08,200 --> 00:02:09,040 Empowerment. 77 00:02:09,040 --> 00:02:09,880 Yeah. 78 00:02:09,880 --> 00:02:10,920 And composure under pressure. 79 00:02:10,920 --> 00:02:14,320 So it's not just having a pep talk in the break room. 80 00:02:14,320 --> 00:02:15,160 No. 81 00:02:15,160 --> 00:02:17,320 It's about giving them the tools they need 82 00:02:17,320 --> 00:02:19,200 to genuinely feel confident. 83 00:02:19,200 --> 00:02:20,280 You got it. 84 00:02:20,280 --> 00:02:21,720 So let's break down each of those. 85 00:02:21,720 --> 00:02:22,560 Okay. 86 00:02:22,560 --> 00:02:23,920 Starting with knowledge mastery. 87 00:02:23,920 --> 00:02:25,160 Sounds straightforward. 88 00:02:25,160 --> 00:02:26,000 Okay. 89 00:02:26,000 --> 00:02:28,080 This is often where companies fall short. 90 00:02:28,080 --> 00:02:28,920 Okay. 91 00:02:28,920 --> 00:02:31,320 Knowledge mastery means equipping your employees 92 00:02:31,320 --> 00:02:34,320 with deep product knowledge store policies, 93 00:02:34,320 --> 00:02:36,080 competitive advantages. 94 00:02:36,080 --> 00:02:37,360 So they know their stuff. 95 00:02:37,360 --> 00:02:39,280 They gotta know their stuff inside and out. 96 00:02:39,280 --> 00:02:41,680 They can answer any question a customer throws at them. 97 00:02:41,680 --> 00:02:42,520 Right. 98 00:02:42,520 --> 00:02:43,360 And that eliminates self doubt. 99 00:02:43,360 --> 00:02:44,200 Yeah. 100 00:02:44,200 --> 00:02:45,520 Which is a confidence killer. 101 00:02:45,520 --> 00:02:48,120 I can imagine that that would really boost confidence. 102 00:02:48,120 --> 00:02:49,040 Yes. 103 00:02:49,040 --> 00:02:53,320 But it also translates into a better customer experience. 104 00:02:53,320 --> 00:02:54,160 Huge. 105 00:02:54,160 --> 00:02:55,000 Right. 106 00:02:55,000 --> 00:02:56,760 When an associate knows their stuff, 107 00:02:56,760 --> 00:02:59,560 the customer is much more likely to buy from that person. 108 00:02:59,560 --> 00:03:00,400 Absolutely. 109 00:03:00,400 --> 00:03:01,240 It's about trust. 110 00:03:01,240 --> 00:03:02,080 You know. 111 00:03:02,080 --> 00:03:02,920 Absolutely. 112 00:03:02,920 --> 00:03:03,760 You're more likely to trust somebody 113 00:03:03,760 --> 00:03:04,600 that knows what they're talking about. 114 00:03:04,600 --> 00:03:05,440 Right. 115 00:03:05,440 --> 00:03:06,280 So okay. 116 00:03:06,280 --> 00:03:07,360 So we have knowledge mastery. 117 00:03:07,360 --> 00:03:08,200 Okay. 118 00:03:08,200 --> 00:03:09,120 So what about empowerment? 119 00:03:09,120 --> 00:03:09,960 All right. 120 00:03:09,960 --> 00:03:11,480 So this is about trust. 121 00:03:11,480 --> 00:03:12,320 Think about this. 122 00:03:12,320 --> 00:03:13,160 Yeah. 123 00:03:13,160 --> 00:03:14,160 This is about trusting your employees 124 00:03:14,160 --> 00:03:15,960 to be problem solvers. 125 00:03:15,960 --> 00:03:16,800 Gotcha. 126 00:03:16,800 --> 00:03:18,200 Which is what you hired them to be. 127 00:03:18,200 --> 00:03:19,040 Yeah. Exactly. 128 00:03:19,040 --> 00:03:19,880 Right. 129 00:03:19,880 --> 00:03:20,720 So. 130 00:03:20,720 --> 00:03:21,560 Give them the power. 131 00:03:21,560 --> 00:03:23,720 Empowerment means you're giving them the freedom. 132 00:03:23,720 --> 00:03:24,560 Okay. 133 00:03:24,560 --> 00:03:25,400 To make decisions. 134 00:03:25,400 --> 00:03:26,240 Yeah. 135 00:03:26,240 --> 00:03:27,080 On the spot. 136 00:03:27,080 --> 00:03:27,920 On the spot. 137 00:03:27,920 --> 00:03:31,800 Handle returns without a manager's approval. 138 00:03:31,800 --> 00:03:34,360 Offer a discount to a frustrated customer. 139 00:03:34,360 --> 00:03:35,200 Okay. 140 00:03:35,200 --> 00:03:36,040 You know, little things like that. 141 00:03:36,040 --> 00:03:36,880 Yeah. 142 00:03:36,880 --> 00:03:37,920 This is huge. 143 00:03:37,920 --> 00:03:38,760 Okay. 144 00:03:38,760 --> 00:03:43,440 When associates feel trusted to go that extra mile, 145 00:03:43,440 --> 00:03:45,760 it not only boosts their confidence. 146 00:03:45,760 --> 00:03:46,600 Right. 147 00:03:46,600 --> 00:03:49,640 But it creates that, wow, customer experience. 148 00:03:49,640 --> 00:03:50,480 Right. 149 00:03:50,480 --> 00:03:51,760 Which breeds loyalty. 150 00:03:51,760 --> 00:03:54,680 It's going from like that follow the rules culture. 151 00:03:54,680 --> 00:03:55,520 Exactly. 152 00:03:55,520 --> 00:03:56,360 To solve the problem. 153 00:03:56,360 --> 00:03:57,200 Yes. 154 00:03:57,200 --> 00:03:58,040 Okay. 155 00:03:58,040 --> 00:03:58,880 Okay. Now the third element. 156 00:03:58,880 --> 00:03:59,720 Mm-hmm. 157 00:03:59,720 --> 00:04:01,000 Composure under pressure. 158 00:04:01,000 --> 00:04:02,320 Oh, this is a big one. 159 00:04:02,320 --> 00:04:03,840 Retail is a pressure cooker. 160 00:04:03,840 --> 00:04:04,680 Yeah. 161 00:04:04,680 --> 00:04:05,880 Especially during peak seasons. 162 00:04:05,880 --> 00:04:06,720 Oh, yeah. 163 00:04:06,720 --> 00:04:09,200 Or when those unexpected situations arise. 164 00:04:09,200 --> 00:04:10,960 Staying calm. 165 00:04:10,960 --> 00:04:11,800 Yeah. 166 00:04:11,800 --> 00:04:12,640 Collected. 167 00:04:12,640 --> 00:04:13,480 Yeah. 168 00:04:13,480 --> 00:04:15,000 And delivering consistent service is critical. 169 00:04:15,000 --> 00:04:15,840 Right. 170 00:04:15,840 --> 00:04:16,680 And guess what? 171 00:04:16,680 --> 00:04:17,520 What? 172 00:04:17,520 --> 00:04:18,760 This is a skill that can be trained. 173 00:04:18,760 --> 00:04:19,600 Okay. 174 00:04:19,600 --> 00:04:20,440 And developed. 175 00:04:20,440 --> 00:04:21,280 So like role-playing. 176 00:04:21,280 --> 00:04:22,120 Yes. 177 00:04:22,120 --> 00:04:22,960 Role-playing scenarios. 178 00:04:22,960 --> 00:04:23,800 Okay. 179 00:04:23,800 --> 00:04:24,760 Stress management techniques. 180 00:04:24,760 --> 00:04:25,600 Mm-hmm. 181 00:04:25,600 --> 00:04:27,480 Maybe even mindfulness exercises. 182 00:04:27,480 --> 00:04:28,400 Wow. 183 00:04:28,400 --> 00:04:31,960 All those things can equip associates to handle the heat. 184 00:04:31,960 --> 00:04:34,160 So by investing in those three areas. 185 00:04:34,160 --> 00:04:35,000 Yeah. 186 00:04:35,000 --> 00:04:35,840 Knowledge. 187 00:04:35,840 --> 00:04:36,680 Yeah. 188 00:04:36,680 --> 00:04:37,520 Empowerment. 189 00:04:37,520 --> 00:04:38,360 Yes. 190 00:04:38,360 --> 00:04:39,200 Composure. 191 00:04:39,200 --> 00:04:40,040 You got it. 192 00:04:40,040 --> 00:04:40,880 You create a foundation of confidence 193 00:04:40,880 --> 00:04:43,240 that permeates the entire customer experience. 194 00:04:43,240 --> 00:04:44,520 I love that word permeates. 195 00:04:44,520 --> 00:04:45,360 Yeah. 196 00:04:45,360 --> 00:04:46,200 It really does permeate. 197 00:04:46,200 --> 00:04:47,040 It goes everywhere. 198 00:04:47,040 --> 00:04:47,880 It goes everywhere. 199 00:04:47,880 --> 00:04:51,240 And ultimately that translates to tangible results. 200 00:04:51,240 --> 00:04:52,080 Of course. 201 00:04:52,080 --> 00:04:53,400 Increased sales. 202 00:04:53,400 --> 00:04:55,040 Higher customer satisfaction. 203 00:04:55,040 --> 00:04:55,880 Yeah. 204 00:04:55,880 --> 00:04:57,000 Improved brand reputation. 205 00:04:57,000 --> 00:04:58,560 All the things that matter. 206 00:04:58,560 --> 00:04:59,480 All the things that matter. 207 00:04:59,480 --> 00:05:01,160 Speaking of things that matter. 208 00:05:01,160 --> 00:05:02,000 Okay. 209 00:05:02,000 --> 00:05:05,680 What's fascinating to me is the cost of a confidence gap. 210 00:05:07,400 --> 00:05:08,240 Oh, tell me more. 211 00:05:08,240 --> 00:05:10,400 Research shows that a lack of confidence 212 00:05:10,400 --> 00:05:11,680 at the associate level. 213 00:05:11,680 --> 00:05:12,520 Mm-hmm. 214 00:05:12,520 --> 00:05:14,800 Can lead to a 10% decrease in sales 215 00:05:14,800 --> 00:05:18,320 and a 20% increase in customer complaints. 216 00:05:18,320 --> 00:05:19,160 Wow. 217 00:05:19,160 --> 00:05:20,000 Those are big numbers. 218 00:05:20,000 --> 00:05:20,960 Those are big numbers. 219 00:05:20,960 --> 00:05:22,520 All right, so let's shift gears a little bit. 220 00:05:22,520 --> 00:05:23,360 Okay. 221 00:05:23,360 --> 00:05:24,320 Let's talk about store managers. 222 00:05:24,320 --> 00:05:25,160 Yes. 223 00:05:25,160 --> 00:05:26,240 Because they are that crucial link. 224 00:05:26,240 --> 00:05:27,080 Absolutely. 225 00:05:27,080 --> 00:05:28,760 Between your grand strategies 226 00:05:28,760 --> 00:05:31,400 and the day-to-day reality on the sales floor. 227 00:05:31,400 --> 00:05:32,240 Yes. 228 00:05:32,240 --> 00:05:34,280 So I imagine confidence looks a little different. 229 00:05:34,280 --> 00:05:35,120 Yeah. 230 00:05:35,120 --> 00:05:35,960 In a leadership role. 231 00:05:35,960 --> 00:05:36,800 It does. 232 00:05:36,800 --> 00:05:37,620 Yeah. 233 00:05:37,620 --> 00:05:39,320 The article identifies three key markers. 234 00:05:39,320 --> 00:05:40,160 Okay. 235 00:05:40,160 --> 00:05:41,560 For confident store managers. 236 00:05:41,560 --> 00:05:42,760 Okay, what are they? 237 00:05:42,760 --> 00:05:45,880 Leadership presence, operational expertise. 238 00:05:45,880 --> 00:05:46,720 Okay. 239 00:05:46,720 --> 00:05:49,400 And talent for team development. 240 00:05:49,400 --> 00:05:51,880 So it's not just about looking and sounding confident. 241 00:05:51,880 --> 00:05:52,720 You know. 242 00:05:52,720 --> 00:05:54,720 It's about having the substance to back it up. 243 00:05:54,720 --> 00:05:55,560 Exactly. 244 00:05:55,560 --> 00:05:56,380 Leadership presence. 245 00:05:56,380 --> 00:05:57,220 Yeah. 246 00:05:57,220 --> 00:05:59,080 This is about setting the tone for the entire store. 247 00:05:59,080 --> 00:05:59,920 Right. 248 00:05:59,920 --> 00:06:02,640 Confident managers inspire trust and respect 249 00:06:02,640 --> 00:06:03,600 in their teams. 250 00:06:03,600 --> 00:06:04,440 Gotcha. 251 00:06:04,440 --> 00:06:06,560 By making decisions with conviction. 252 00:06:06,560 --> 00:06:08,280 Communicating clearly. 253 00:06:08,280 --> 00:06:09,120 Okay. 254 00:06:09,120 --> 00:06:11,240 And holding themselves and others accountable. 255 00:06:11,240 --> 00:06:12,640 It's all about that accountability. 256 00:06:12,640 --> 00:06:13,480 It is. 257 00:06:13,480 --> 00:06:15,920 They create a positive and productive work environment. 258 00:06:15,920 --> 00:06:18,720 Where everyone feels motivated to do their best. 259 00:06:18,720 --> 00:06:19,560 I like that. 260 00:06:19,560 --> 00:06:20,520 Absolutely. 261 00:06:20,520 --> 00:06:21,360 All right. 262 00:06:21,360 --> 00:06:23,680 That leads us to operational expertise. 263 00:06:23,680 --> 00:06:24,640 Yes. 264 00:06:24,640 --> 00:06:26,920 I'm guessing this goes beyond just knowing 265 00:06:26,920 --> 00:06:28,240 the inventory system. 266 00:06:28,240 --> 00:06:29,960 It goes way beyond. 267 00:06:29,960 --> 00:06:33,240 Confident store managers possess a deep understanding 268 00:06:33,240 --> 00:06:35,000 of all those little moving parts. 269 00:06:35,000 --> 00:06:35,840 Yeah. 270 00:06:35,840 --> 00:06:37,280 That make a store function smoothly. 271 00:06:37,280 --> 00:06:38,120 Yeah. 272 00:06:38,120 --> 00:06:41,000 Inventory management, visual merchandising, 273 00:06:41,000 --> 00:06:43,600 sales forecasting, you name it. 274 00:06:43,600 --> 00:06:44,440 They gotta know it all. 275 00:06:44,440 --> 00:06:45,680 They gotta know it all. 276 00:06:45,680 --> 00:06:48,760 And they use data to make informed decisions. 277 00:06:48,760 --> 00:06:49,600 That's great. 278 00:06:49,600 --> 00:06:52,560 Spot trends and proactively address challenges. 279 00:06:52,560 --> 00:06:54,680 I love the proactively address challenges. 280 00:06:54,680 --> 00:06:57,560 Their expertise creates a sense of stability 281 00:06:57,560 --> 00:07:01,320 and predictability, which in turn fosters confidence 282 00:07:01,320 --> 00:07:02,320 among the team. 283 00:07:02,320 --> 00:07:03,160 That's great. 284 00:07:03,160 --> 00:07:04,000 Absolutely. 285 00:07:04,000 --> 00:07:06,120 So instead of constantly reacting to problem, 286 00:07:06,120 --> 00:07:07,640 they're anticipating them. 287 00:07:07,640 --> 00:07:08,480 That's great. 288 00:07:08,480 --> 00:07:10,520 Finding solutions before they even escalate. 289 00:07:10,520 --> 00:07:11,360 I love that. 290 00:07:11,360 --> 00:07:12,200 Exactly. 291 00:07:12,200 --> 00:07:13,040 Okay. 292 00:07:13,040 --> 00:07:13,880 And finally, team development. 293 00:07:13,880 --> 00:07:14,720 Yes. 294 00:07:14,720 --> 00:07:15,560 This is a good one. 295 00:07:15,560 --> 00:07:19,840 Confident managers understand that their success 296 00:07:19,840 --> 00:07:21,480 hinges on the success of their team. 297 00:07:21,480 --> 00:07:22,800 Absolutely. 298 00:07:22,800 --> 00:07:24,360 So they invest in their associates. 299 00:07:24,360 --> 00:07:25,200 Yes. 300 00:07:25,200 --> 00:07:27,080 By providing regular coaching feedback 301 00:07:27,080 --> 00:07:28,880 and opportunities for growth. 302 00:07:28,880 --> 00:07:29,720 It's true. 303 00:07:29,720 --> 00:07:31,480 They recognize individual strengths. 304 00:07:31,480 --> 00:07:32,320 Yep. 305 00:07:32,320 --> 00:07:34,440 They address weaknesses and create a culture 306 00:07:34,440 --> 00:07:35,760 of continuous learning. 307 00:07:35,760 --> 00:07:36,600 Yes. 308 00:07:36,600 --> 00:07:38,680 So you're creating that positive feedback loop. 309 00:07:38,680 --> 00:07:39,520 Yes, you are. 310 00:07:39,520 --> 00:07:41,920 Where the associates feel valued, 311 00:07:41,920 --> 00:07:45,280 supported, increased motivation engagement, 312 00:07:45,280 --> 00:07:46,360 more confidence. 313 00:07:46,360 --> 00:07:47,360 Exactly. 314 00:07:47,360 --> 00:07:50,040 So, but let's shift our focus up to the executive level. 315 00:07:50,040 --> 00:07:50,880 Okay. 316 00:07:50,880 --> 00:07:51,840 Where the stakes are even higher. 317 00:07:51,840 --> 00:07:53,080 At the executive level, 318 00:07:53,080 --> 00:07:57,000 it really does set the tone for the entire organization. 319 00:07:57,000 --> 00:07:57,840 Right. 320 00:07:57,840 --> 00:08:00,200 You know, it's about more than just 321 00:08:00,200 --> 00:08:01,760 those leaders feeling good. 322 00:08:01,760 --> 00:08:02,600 Right. 323 00:08:02,600 --> 00:08:03,920 It's about projecting certainty, 324 00:08:03,920 --> 00:08:07,480 direction that inspires everybody, you know. 325 00:08:07,480 --> 00:08:08,320 So it trickles down. 326 00:08:08,320 --> 00:08:09,160 It trickles all the way down. 327 00:08:09,160 --> 00:08:10,120 To the newest cashier. 328 00:08:10,120 --> 00:08:10,960 Absolutely. 329 00:08:10,960 --> 00:08:11,800 Wow. 330 00:08:11,800 --> 00:08:13,640 So the article digs into three 331 00:08:13,640 --> 00:08:14,480 Okay. 332 00:08:14,480 --> 00:08:15,320 This plays out. 333 00:08:15,320 --> 00:08:16,160 Okay. 334 00:08:16,160 --> 00:08:17,000 Strategic clarity. 335 00:08:17,000 --> 00:08:17,840 Okay. 336 00:08:17,840 --> 00:08:20,240 Data driven decision making and consistency 337 00:08:20,240 --> 00:08:21,920 across all locations. 338 00:08:21,920 --> 00:08:23,400 So let's start with strategic clarity. 339 00:08:23,400 --> 00:08:24,240 Okay. 340 00:08:24,240 --> 00:08:27,080 In a world that's overflowing with data 341 00:08:27,080 --> 00:08:29,720 and constantly changing consumer trends, 342 00:08:29,720 --> 00:08:32,520 how does a leader even chart a course? 343 00:08:32,520 --> 00:08:34,160 Well, it starts with having a vision. 344 00:08:34,160 --> 00:08:35,000 Okay. 345 00:08:35,000 --> 00:08:36,560 A crystal clear vision for the brand. 346 00:08:36,560 --> 00:08:37,720 Not just aspirations. 347 00:08:37,720 --> 00:08:38,560 No, no, no. 348 00:08:38,560 --> 00:08:39,920 But like an actual plan. 349 00:08:39,920 --> 00:08:42,680 A well defined roadmap that says, 350 00:08:42,680 --> 00:08:43,680 this is where we're going 351 00:08:43,680 --> 00:08:45,120 and this is how we're gonna get there. 352 00:08:45,120 --> 00:08:45,960 Okay. 353 00:08:45,960 --> 00:08:48,800 And that clarity, it's contagious. 354 00:08:48,800 --> 00:08:49,640 I can see that. 355 00:08:49,640 --> 00:08:53,240 When leaders articulate the vision with conviction, 356 00:08:53,240 --> 00:08:55,480 it instills confidence in everyone else. 357 00:08:55,480 --> 00:08:56,320 Okay. 358 00:08:56,320 --> 00:08:57,440 Because they understand their role. 359 00:08:57,440 --> 00:08:58,640 Right, they know where they fit in. 360 00:08:58,640 --> 00:08:59,480 Exactly. 361 00:08:59,480 --> 00:09:00,960 It gives everyone that North Star 362 00:09:00,960 --> 00:09:03,240 to guide their decisions and actions. 363 00:09:03,240 --> 00:09:05,720 So that leads us to data driven decision making. 364 00:09:05,720 --> 00:09:06,560 Yes. 365 00:09:06,560 --> 00:09:08,200 We are swimming in data these days. 366 00:09:08,200 --> 00:09:09,520 Drowning in it. 367 00:09:09,520 --> 00:09:12,200 So how do you even know where to begin? 368 00:09:12,200 --> 00:09:14,840 It's about knowing which data matters. 369 00:09:14,840 --> 00:09:15,680 Okay. 370 00:09:15,680 --> 00:09:16,520 And how to use it. 371 00:09:16,520 --> 00:09:17,340 Yeah. 372 00:09:17,340 --> 00:09:19,600 You know, confident leaders don't just rely 373 00:09:19,600 --> 00:09:21,760 on gut feelings or trends. 374 00:09:21,760 --> 00:09:22,600 Right. 375 00:09:22,600 --> 00:09:25,760 They analyze the numbers, identify patterns 376 00:09:25,760 --> 00:09:28,440 and use those insights to inform their decisions. 377 00:09:28,440 --> 00:09:30,880 It's not just about going with your gut. 378 00:09:30,880 --> 00:09:31,720 No. 379 00:09:31,720 --> 00:09:32,560 It's about backing it up. 380 00:09:32,560 --> 00:09:33,720 Yeah, using data. 381 00:09:33,720 --> 00:09:34,560 Exactly. 382 00:09:34,560 --> 00:09:35,400 To back it up. 383 00:09:35,400 --> 00:09:36,240 Validation. 384 00:09:36,240 --> 00:09:37,640 So data can be pretty overwhelming. 385 00:09:37,640 --> 00:09:38,480 It can. 386 00:09:38,480 --> 00:09:40,440 Even for like the most seasoned executive. 387 00:09:40,440 --> 00:09:41,400 Absolutely. 388 00:09:41,400 --> 00:09:42,840 So what are some practical tips? 389 00:09:42,840 --> 00:09:43,680 Well. 390 00:09:43,680 --> 00:09:45,280 For making data driven decisions 391 00:09:45,280 --> 00:09:49,280 that inspire confidence, not analysis paralysis. 392 00:09:49,280 --> 00:09:50,120 Yeah. 393 00:09:50,120 --> 00:09:51,600 It's about focusing on the metrics 394 00:09:51,600 --> 00:09:53,320 that truly matter. 395 00:09:53,320 --> 00:09:54,160 Okay. 396 00:09:54,160 --> 00:09:55,000 For your business. 397 00:09:55,000 --> 00:09:55,840 So like KPIs. 398 00:09:55,840 --> 00:09:56,660 Yes. 399 00:09:56,660 --> 00:09:57,640 Key performance indicators. 400 00:09:57,640 --> 00:09:58,480 Yeah. 401 00:09:58,480 --> 00:10:00,080 What drives success? 402 00:10:00,080 --> 00:10:00,920 Okay. 403 00:10:00,920 --> 00:10:02,080 Sales conversion rates. 404 00:10:02,080 --> 00:10:02,920 Mm-hmm. 405 00:10:02,920 --> 00:10:04,400 Customer lifetime value. 406 00:10:04,400 --> 00:10:05,240 Uh-huh. 407 00:10:05,240 --> 00:10:06,800 Inventory turnover. 408 00:10:06,800 --> 00:10:07,640 Yeah. 409 00:10:07,640 --> 00:10:08,480 These are the numbers 410 00:10:08,480 --> 00:10:09,440 that tell the real story. 411 00:10:09,440 --> 00:10:10,520 Those are the ones to focus on. 412 00:10:10,520 --> 00:10:13,920 And then you invest in tools and platforms 413 00:10:13,920 --> 00:10:16,200 that can help you track that data. 414 00:10:16,200 --> 00:10:17,320 Analyze it. 415 00:10:17,320 --> 00:10:20,240 Visualize it in a way that makes it easy to understand. 416 00:10:20,240 --> 00:10:21,400 So you can actually act on it. 417 00:10:21,400 --> 00:10:22,240 And act on it. 418 00:10:22,240 --> 00:10:23,080 That's the key. 419 00:10:23,080 --> 00:10:23,920 Okay. 420 00:10:23,920 --> 00:10:24,760 So you gotta have the right data. 421 00:10:24,760 --> 00:10:25,720 You gotta have the right data. 422 00:10:25,720 --> 00:10:27,120 But you also gotta know how to use it. 423 00:10:27,120 --> 00:10:27,960 Yes, you do. 424 00:10:27,960 --> 00:10:28,800 Okay. 425 00:10:28,800 --> 00:10:31,240 So what about consistency across locations? 426 00:10:31,240 --> 00:10:32,080 Okay. 427 00:10:32,080 --> 00:10:32,920 Why is that important? 428 00:10:32,920 --> 00:10:34,800 Well, think about it from the customer's perspective. 429 00:10:34,800 --> 00:10:35,640 Yeah. 430 00:10:35,640 --> 00:10:36,840 They want a seamless experience. 431 00:10:36,840 --> 00:10:37,680 Okay. 432 00:10:37,680 --> 00:10:39,160 Whether they're shopping online 433 00:10:39,160 --> 00:10:41,760 or in a store or on their phone. 434 00:10:41,760 --> 00:10:42,600 It should all be the same. 435 00:10:42,600 --> 00:10:43,880 It should all be the same, right? 436 00:10:43,880 --> 00:10:47,120 And any inconsistency in pricing or promotions 437 00:10:47,120 --> 00:10:48,880 or even the brand experience. 438 00:10:48,880 --> 00:10:49,720 Yeah. 439 00:10:49,720 --> 00:10:50,560 Can erode their trust. 440 00:10:50,560 --> 00:10:51,400 Yeah. 441 00:10:51,400 --> 00:10:52,240 It's like you're saying, 442 00:10:52,240 --> 00:10:53,440 we don't really know what we stand for. 443 00:10:53,440 --> 00:10:54,280 Exactly. 444 00:10:54,280 --> 00:10:55,280 So confident leadership. 445 00:10:55,280 --> 00:10:56,120 Uh-huh. 446 00:10:56,120 --> 00:10:58,880 Make sure that that brand message and experience. 447 00:10:58,880 --> 00:10:59,720 Yeah. 448 00:10:59,720 --> 00:11:00,560 Is consistent. 449 00:11:00,560 --> 00:11:01,400 Okay. 450 00:11:01,400 --> 00:11:02,760 Across all channels. 451 00:11:02,760 --> 00:11:03,600 How does it happen? 452 00:11:03,600 --> 00:11:05,280 This requires clear communication, 453 00:11:05,280 --> 00:11:08,280 well-defined processes and regular audits. 454 00:11:08,280 --> 00:11:09,960 To make sure everybody's on the same page. 455 00:11:09,960 --> 00:11:12,360 It's about having that 360 degree view. 456 00:11:12,360 --> 00:11:13,200 Yes. 457 00:11:13,200 --> 00:11:14,040 Of the customer. 458 00:11:14,040 --> 00:11:15,000 Of the customer journey. 459 00:11:15,000 --> 00:11:16,360 And making sure every touch point 460 00:11:16,360 --> 00:11:17,680 reinforces that brand promise. 461 00:11:17,680 --> 00:11:18,520 Yes. 462 00:11:18,520 --> 00:11:19,360 You got it. 463 00:11:19,360 --> 00:11:20,200 Okay. 464 00:11:20,200 --> 00:11:21,680 So let's shift gears and talk about the customer. 465 00:11:21,680 --> 00:11:22,520 Okay. 466 00:11:22,520 --> 00:11:25,360 How does a retailer project confidence outward? 467 00:11:25,360 --> 00:11:26,200 Yeah. 468 00:11:26,200 --> 00:11:28,200 So it impacts that shopping experience. 469 00:11:28,200 --> 00:11:30,280 This is where the rubber meets the road. 470 00:11:30,280 --> 00:11:31,120 Right at the end of the day, 471 00:11:31,120 --> 00:11:32,240 it doesn't matter how confident 472 00:11:32,240 --> 00:11:34,280 your associates and managers are. 473 00:11:34,280 --> 00:11:36,520 If the customer doesn't feel it too. 474 00:11:36,520 --> 00:11:38,520 The customer is the ultimate judge. 475 00:11:38,520 --> 00:11:39,360 Yeah. 476 00:11:39,360 --> 00:11:41,040 So the article points out three elements 477 00:11:41,040 --> 00:11:42,520 that foster customer confidence. 478 00:11:42,520 --> 00:11:43,360 Okay, give them to me. 479 00:11:43,360 --> 00:11:44,920 Product knowledge and availability. 480 00:11:44,920 --> 00:11:45,760 Okay. 481 00:11:45,760 --> 00:11:48,360 Consistent experiences across all those touch points. 482 00:11:48,360 --> 00:11:49,200 Mm-hmm. 483 00:11:49,200 --> 00:11:52,920 And personalized service that makes shoppers feel valued. 484 00:11:52,920 --> 00:11:53,760 That's great. 485 00:11:53,760 --> 00:11:55,280 It's about meeting expectations 486 00:11:55,280 --> 00:11:56,920 and then exceeding them. 487 00:11:56,920 --> 00:11:57,760 Okay. 488 00:11:57,760 --> 00:11:58,600 So let's unpack these. 489 00:11:58,600 --> 00:11:59,440 Right. 490 00:11:59,440 --> 00:12:01,720 Starting with product knowledge and availability. 491 00:12:01,720 --> 00:12:02,560 Okay. 492 00:12:02,560 --> 00:12:04,240 In the age of instant information. 493 00:12:04,240 --> 00:12:05,080 Mm-hmm. 494 00:12:05,080 --> 00:12:05,920 Customer knowledge. 495 00:12:05,920 --> 00:12:09,240 Customers expect retailers to be experts. 496 00:12:09,240 --> 00:12:10,080 They do. 497 00:12:10,080 --> 00:12:11,360 On their own offerings. 498 00:12:11,360 --> 00:12:13,680 Imagine a customer walks into a store. 499 00:12:13,680 --> 00:12:14,520 Yeah. 500 00:12:14,520 --> 00:12:16,080 Looking for a specific product. 501 00:12:16,080 --> 00:12:16,920 Yeah. 502 00:12:16,920 --> 00:12:18,800 And nobody can answer their questions about it. 503 00:12:18,800 --> 00:12:20,160 Oh, that's the worst. 504 00:12:20,160 --> 00:12:21,800 Or worse, it's out of stock. 505 00:12:21,800 --> 00:12:22,640 Yeah, that's bad. 506 00:12:22,640 --> 00:12:24,200 That is an immediate hit 507 00:12:24,200 --> 00:12:26,360 to their confidence in your brand. 508 00:12:26,360 --> 00:12:27,840 Yeah, especially in today's world. 509 00:12:27,840 --> 00:12:29,360 Right, they're gonna go somewhere else. 510 00:12:29,360 --> 00:12:30,640 They're just gonna go online. 511 00:12:30,640 --> 00:12:32,040 Absolutely, you can find it somewhere else. 512 00:12:32,040 --> 00:12:35,680 So, but when your associates are knowledgeable. 513 00:12:35,680 --> 00:12:36,520 Yeah. 514 00:12:36,520 --> 00:12:37,340 And helpful. 515 00:12:37,340 --> 00:12:38,180 Uh-huh. 516 00:12:38,180 --> 00:12:40,960 And can readily access product information. 517 00:12:40,960 --> 00:12:41,880 Yeah, okay. 518 00:12:41,880 --> 00:12:42,760 That's powerful. 519 00:12:42,760 --> 00:12:44,600 Yeah, it shows the customer that you care. 520 00:12:44,600 --> 00:12:45,440 Yes. 521 00:12:45,440 --> 00:12:46,280 Okay. 522 00:12:46,280 --> 00:12:47,160 It shows that you're invested 523 00:12:47,160 --> 00:12:49,080 in giving them accurate information. 524 00:12:49,080 --> 00:12:49,920 That's good. 525 00:12:49,920 --> 00:12:51,320 So you're demonstrating expertise 526 00:12:51,320 --> 00:12:53,600 and making the customer feel like they're in good hands. 527 00:12:53,600 --> 00:12:54,440 I like that. 528 00:12:54,440 --> 00:12:55,280 You're the expert. 529 00:12:55,280 --> 00:12:59,840 Okay, so how does this tie into consistent experiences? 530 00:12:59,840 --> 00:13:00,680 Okay. 531 00:13:00,680 --> 00:13:01,720 We've talked about this a little bit. 532 00:13:01,720 --> 00:13:02,560 Yes. 533 00:13:02,560 --> 00:13:03,840 But I think it's worth reiterating 534 00:13:03,840 --> 00:13:05,360 from the customer perspective. 535 00:13:05,360 --> 00:13:07,160 Consistency builds trust. 536 00:13:07,160 --> 00:13:08,000 Yeah. 537 00:13:08,000 --> 00:13:10,680 Think about a customer that finds something on a website. 538 00:13:10,680 --> 00:13:11,520 Okay. 539 00:13:11,520 --> 00:13:12,360 Adds it to their cart. 540 00:13:12,360 --> 00:13:13,200 Uh-huh. 541 00:13:13,200 --> 00:13:14,920 Then heads to a store to pick it up. 542 00:13:14,920 --> 00:13:15,760 Okay. 543 00:13:15,760 --> 00:13:17,080 If the price is different, 544 00:13:17,080 --> 00:13:19,480 or if the item is out of stock, 545 00:13:19,480 --> 00:13:21,080 or if they get to the store 546 00:13:21,080 --> 00:13:23,720 and the associate has no idea what they're talking about. 547 00:13:23,720 --> 00:13:24,560 Yeah. 548 00:13:24,560 --> 00:13:26,480 That customer's confidence is gonna plummet. 549 00:13:26,480 --> 00:13:28,360 Because it seems disorganized. 550 00:13:28,360 --> 00:13:30,240 They're gonna question your reliability. 551 00:13:30,240 --> 00:13:32,800 And they may even hesitate to shop with you again. 552 00:13:32,800 --> 00:13:34,520 It's like you're speaking with a forked tongue. 553 00:13:34,520 --> 00:13:35,340 Exactly. 554 00:13:35,340 --> 00:13:36,400 I don't know what you're doing. 555 00:13:36,400 --> 00:13:39,360 But when you provide a consistent experience 556 00:13:39,360 --> 00:13:41,200 across all channels. 557 00:13:41,200 --> 00:13:42,040 Okay. 558 00:13:42,040 --> 00:13:46,400 Online, in-store, mobile, social media. 559 00:13:46,400 --> 00:13:47,240 Yeah. 560 00:13:47,240 --> 00:13:48,240 You're sending that message. 561 00:13:48,240 --> 00:13:49,080 Uh-huh. 562 00:13:49,080 --> 00:13:50,600 We are reliable. 563 00:13:50,600 --> 00:13:52,320 We are organized. 564 00:13:52,320 --> 00:13:53,920 We value your time. 565 00:13:53,920 --> 00:13:54,760 That's great. 566 00:13:54,760 --> 00:13:57,760 And that consistency translates into ease. 567 00:13:57,760 --> 00:13:58,600 Right. 568 00:13:58,600 --> 00:14:00,360 And familiarity for the customer. 569 00:14:00,360 --> 00:14:01,680 It takes the guesswork out of it. 570 00:14:01,680 --> 00:14:02,520 It does. 571 00:14:02,520 --> 00:14:05,200 Okay, so how does personalized service fit into this? 572 00:14:05,200 --> 00:14:06,720 It is the differentiator. 573 00:14:06,720 --> 00:14:09,720 You know, in a world where customers are bombarded 574 00:14:09,720 --> 00:14:10,560 with choices. 575 00:14:10,560 --> 00:14:11,400 So many choices. 576 00:14:11,400 --> 00:14:12,240 So many choices. 577 00:14:12,240 --> 00:14:13,060 Yeah. 578 00:14:13,060 --> 00:14:15,360 This is about making them feel like an individual. 579 00:14:15,360 --> 00:14:16,880 Not just a transaction. 580 00:14:16,880 --> 00:14:20,080 It's about demonstrating that you understand their needs 581 00:14:20,080 --> 00:14:23,400 and you're willing to go the extra mile to meet those needs. 582 00:14:23,400 --> 00:14:25,680 So what are some examples of what this might look like? 583 00:14:25,680 --> 00:14:29,320 Could be as simple as greeting a returning customer by name. 584 00:14:29,320 --> 00:14:32,400 Recommending products based on their past purchases. 585 00:14:32,400 --> 00:14:34,200 Offering personalized discounts. 586 00:14:34,200 --> 00:14:35,040 Okay. 587 00:14:35,040 --> 00:14:35,880 That's great. 588 00:14:35,880 --> 00:14:36,880 It can be as simple as that. 589 00:14:36,880 --> 00:14:40,640 Yeah, so it's about moving beyond those generic marketing 590 00:14:40,640 --> 00:14:41,320 blasts. 591 00:14:41,320 --> 00:14:42,160 Get rid of those. 592 00:14:42,160 --> 00:14:44,120 And really focusing on the individual. 593 00:14:44,120 --> 00:14:44,960 The individual. 594 00:14:44,960 --> 00:14:47,480 It could be as simple as like a thank you note. 595 00:14:47,480 --> 00:14:48,320 It could be. 596 00:14:48,320 --> 00:14:49,160 And written. 597 00:14:49,160 --> 00:14:50,000 Right. 598 00:14:50,000 --> 00:14:50,840 Absolutely. 599 00:14:50,840 --> 00:14:52,320 Or it can be very sophisticated. 600 00:14:52,320 --> 00:14:53,160 Okay. 601 00:14:53,160 --> 00:14:56,920 Using data analytics to anticipate customer needs 602 00:14:56,920 --> 00:14:59,480 and proactively offer solutions. 603 00:14:59,480 --> 00:15:02,280 Yeah, so it's about leveraging technology 604 00:15:02,280 --> 00:15:04,560 to create a more human. 605 00:15:04,560 --> 00:15:05,400 Yeah. 606 00:15:05,400 --> 00:15:06,240 Experience. 607 00:15:06,240 --> 00:15:07,240 Human and engaging. 608 00:15:07,240 --> 00:15:09,760 Okay, so that leads us to a really big question. 609 00:15:09,760 --> 00:15:10,520 Okay. 610 00:15:10,520 --> 00:15:12,560 If confidence is so vital. 611 00:15:12,560 --> 00:15:13,200 Yeah. 612 00:15:13,200 --> 00:15:14,560 For success in retail. 613 00:15:14,560 --> 00:15:15,720 Mm-hmm. 614 00:15:15,720 --> 00:15:17,480 Are there technologies? 615 00:15:17,480 --> 00:15:18,480 Ooh, good question. 616 00:15:18,480 --> 00:15:21,720 That can help retailers build this confidence. 617 00:15:21,720 --> 00:15:22,720 I like where this is going. 618 00:15:22,720 --> 00:15:24,360 Across their entire organization. 619 00:15:24,360 --> 00:15:25,200 Yes. 620 00:15:25,200 --> 00:15:27,840 Given the complexities of today's retail landscape. 621 00:15:27,840 --> 00:15:28,680 Absolutely. 622 00:15:28,680 --> 00:15:31,480 I feel like technology could really bridge the confidence gap. 623 00:15:31,480 --> 00:15:32,320 It could. 624 00:15:32,320 --> 00:15:34,680 For their specific tools or platforms. 625 00:15:34,680 --> 00:15:35,520 Well. 626 00:15:35,520 --> 00:15:37,200 You think would be effective. 627 00:15:37,200 --> 00:15:40,480 I'm always hesitant to endorse specific products. 628 00:15:40,480 --> 00:15:42,920 The article does call out one platform 629 00:15:42,920 --> 00:15:45,320 that is designed to address this challenge. 630 00:15:45,320 --> 00:15:46,160 Insight. 631 00:15:46,160 --> 00:15:47,440 They've saved it for the end. 632 00:15:47,440 --> 00:15:48,440 They did. 633 00:15:48,440 --> 00:15:52,000 But it's worth exploring how a system like this might work. 634 00:15:52,000 --> 00:15:53,080 Yeah, I think it's interesting 635 00:15:53,080 --> 00:15:54,400 from everything we've discussed. 636 00:15:54,400 --> 00:15:55,240 Yeah. 637 00:15:55,240 --> 00:15:58,040 What would a platform like this need to deliver? 638 00:15:58,040 --> 00:16:00,000 It would have to be comprehensive. 639 00:16:00,000 --> 00:16:00,840 Okay. 640 00:16:00,840 --> 00:16:05,240 To address the needs of associates, managers, 641 00:16:05,240 --> 00:16:07,600 corporate leaders, even the customer. 642 00:16:07,600 --> 00:16:09,200 So not just a one size fits all. 643 00:16:09,200 --> 00:16:10,040 No, no, no. 644 00:16:10,040 --> 00:16:11,240 But a suite of tools. 645 00:16:11,240 --> 00:16:13,680 Suite of tools tailored to each role. 646 00:16:13,680 --> 00:16:14,520 Okay. 647 00:16:14,520 --> 00:16:16,000 So it would need to be adaptable. 648 00:16:16,000 --> 00:16:16,840 Yes. 649 00:16:16,840 --> 00:16:17,680 Customizable. 650 00:16:17,680 --> 00:16:19,680 So the specific needs of each business. 651 00:16:19,680 --> 00:16:22,640 Then what specific features would be crucial 652 00:16:22,640 --> 00:16:24,320 for each user group? 653 00:16:24,320 --> 00:16:25,720 Let's start with associates. 654 00:16:25,720 --> 00:16:29,320 For associates, access to real time product information 655 00:16:29,320 --> 00:16:32,720 training modules, and even tools to help them engage 656 00:16:32,720 --> 00:16:34,520 with customers more effectively. 657 00:16:34,520 --> 00:16:35,880 So like a mobile knowledge base. 658 00:16:35,880 --> 00:16:36,720 Exactly. 659 00:16:36,720 --> 00:16:37,560 Right in their pocket. 660 00:16:37,560 --> 00:16:38,400 Right there. 661 00:16:38,400 --> 00:16:39,240 Okay, so they can answer those questions. 662 00:16:39,240 --> 00:16:40,080 Yes. 663 00:16:40,080 --> 00:16:40,920 With confidence. 664 00:16:40,920 --> 00:16:41,920 Confidently on the spot. 665 00:16:41,920 --> 00:16:42,920 What about managers? 666 00:16:42,920 --> 00:16:47,120 Managers, the focus would shift to real time data. 667 00:16:47,120 --> 00:16:47,960 Okay. 668 00:16:47,960 --> 00:16:48,800 So they can make decisions. 669 00:16:48,800 --> 00:16:50,120 Yeah, informed decisions. 670 00:16:50,120 --> 00:16:51,440 Track progress. 671 00:16:51,440 --> 00:16:53,800 And provide coaching to the team. 672 00:16:53,800 --> 00:16:55,040 What about corporate leaders? 673 00:16:55,040 --> 00:16:55,960 Corporate leaders. 674 00:16:55,960 --> 00:16:56,800 What would they need? 675 00:16:56,800 --> 00:16:59,800 They need a holistic view of the business. 676 00:16:59,800 --> 00:17:00,640 Okay. 677 00:17:00,640 --> 00:17:02,800 With dashboards, analytics, and reporting tools. 678 00:17:02,800 --> 00:17:03,640 Okay. 679 00:17:03,640 --> 00:17:05,760 That enable them to identify trends, 680 00:17:05,760 --> 00:17:07,680 make strategic decisions. 681 00:17:07,680 --> 00:17:10,160 And track that performance across all locations. 682 00:17:10,160 --> 00:17:11,520 Yes, across the board. 683 00:17:11,520 --> 00:17:13,000 That bird's eye view. 684 00:17:13,000 --> 00:17:14,040 Bird's eye view. 685 00:17:14,040 --> 00:17:16,280 But with the ability to drill down. 686 00:17:16,280 --> 00:17:17,120 Absolutely. 687 00:17:17,120 --> 00:17:17,960 That they need to. 688 00:17:17,960 --> 00:17:18,800 Exactly. 689 00:17:18,800 --> 00:17:19,640 What about the customer? 690 00:17:19,640 --> 00:17:22,200 The customer is all about that seamless, 691 00:17:22,200 --> 00:17:23,760 personalized experience. 692 00:17:23,760 --> 00:17:25,200 Across every touch point. 693 00:17:25,200 --> 00:17:26,120 Ship-for-watch point. 694 00:17:26,120 --> 00:17:27,160 So insight. 695 00:17:27,160 --> 00:17:28,160 Yeah. 696 00:17:28,160 --> 00:17:29,880 Seems like it's designed to be 697 00:17:29,880 --> 00:17:32,240 that comprehensive confidence building engine. 698 00:17:32,240 --> 00:17:33,080 Yes. 699 00:17:33,080 --> 00:17:34,440 Providing the tools and resources. 700 00:17:34,440 --> 00:17:35,760 That people need. 701 00:17:35,760 --> 00:17:37,880 To empower everyone. 702 00:17:37,880 --> 00:17:38,720 And yeah. 703 00:17:38,720 --> 00:17:39,800 Involved in that retail experience. 704 00:17:39,800 --> 00:17:41,440 It's about empowering everybody. 705 00:17:41,440 --> 00:17:42,280 That's amazing. 706 00:17:42,280 --> 00:17:43,120 Yes. 707 00:17:43,120 --> 00:17:45,520 It's fascinating to think about how 708 00:17:45,520 --> 00:17:48,080 technology can play such a key role. 709 00:17:48,080 --> 00:17:49,080 It really is. 710 00:17:49,080 --> 00:17:52,720 In shaping not just the operational side of retail. 711 00:17:52,720 --> 00:17:54,840 But also the human element. 712 00:17:54,840 --> 00:17:55,680 The human element. 713 00:17:55,680 --> 00:17:56,520 Confidence. 714 00:17:56,520 --> 00:17:57,360 Yes. 715 00:17:57,360 --> 00:17:58,440 The drive success. 716 00:17:58,440 --> 00:18:00,320 At every level. 717 00:18:00,320 --> 00:18:02,280 So the article poses a question at the end. 718 00:18:02,280 --> 00:18:03,120 Okay. 719 00:18:03,120 --> 00:18:04,280 Can you measure confidence? 720 00:18:04,280 --> 00:18:05,840 Ah, that's a good one. 721 00:18:05,840 --> 00:18:07,440 And if it's so crucial. 722 00:18:07,440 --> 00:18:08,280 Yeah. 723 00:18:08,280 --> 00:18:09,640 Can we quantify it. 724 00:18:09,640 --> 00:18:10,520 Right. 725 00:18:10,520 --> 00:18:12,080 To track our progress. 726 00:18:12,080 --> 00:18:14,200 And identify areas for improvement. 727 00:18:14,200 --> 00:18:16,640 Because if you can't measure it, you can't manage it. 728 00:18:16,640 --> 00:18:17,480 That's true. 729 00:18:17,480 --> 00:18:18,300 You can't. 730 00:18:18,300 --> 00:18:19,560 So that's a good question. 731 00:18:19,560 --> 00:18:21,320 How do you measure something like confidence? 732 00:18:21,320 --> 00:18:22,160 Yeah. 733 00:18:22,160 --> 00:18:23,000 Yeah. 734 00:18:23,000 --> 00:18:23,840 That's a tough one. 735 00:18:23,840 --> 00:18:24,680 It is. 736 00:18:24,680 --> 00:18:25,520 You can't just put a number on it. 737 00:18:25,520 --> 00:18:27,240 Maybe it's about looking at the. 738 00:18:27,240 --> 00:18:28,080 The effects. 739 00:18:28,080 --> 00:18:29,480 The ripple effects of confidence. 740 00:18:29,480 --> 00:18:30,320 Right. 741 00:18:30,320 --> 00:18:31,140 Exactly. 742 00:18:31,140 --> 00:18:33,480 If you can't measure confidence directly. 743 00:18:33,480 --> 00:18:36,680 Maybe you measure the things that it influences. 744 00:18:36,680 --> 00:18:37,520 Okay. 745 00:18:37,520 --> 00:18:39,200 Think about employee engagement surveys. 746 00:18:39,200 --> 00:18:40,040 Okay. 747 00:18:40,040 --> 00:18:41,720 Are your associates excited to come to work? 748 00:18:41,720 --> 00:18:42,560 Okay. 749 00:18:42,560 --> 00:18:44,200 Do they feel empowered to make decisions? 750 00:18:44,200 --> 00:18:45,040 Yeah. 751 00:18:45,040 --> 00:18:46,720 Those answers can give you some insight. 752 00:18:46,720 --> 00:18:47,560 Yeah. 753 00:18:47,560 --> 00:18:48,400 Into the confidence levels. 754 00:18:48,400 --> 00:18:50,280 What about customer reviews? 755 00:18:50,280 --> 00:18:51,120 Oh yeah. 756 00:18:51,120 --> 00:18:52,520 They mention helpful associates. 757 00:18:52,520 --> 00:18:53,360 Right. 758 00:18:53,360 --> 00:18:54,600 Smooth transactions. 759 00:18:54,600 --> 00:18:55,440 Yeah. 760 00:18:55,440 --> 00:18:57,200 But the company has it together. 761 00:18:57,200 --> 00:18:58,040 Right. 762 00:18:58,040 --> 00:18:59,040 Those are indicators. 763 00:18:59,040 --> 00:19:00,280 Those are all indicators. 764 00:19:00,280 --> 00:19:01,320 Of customer confidence. 765 00:19:01,320 --> 00:19:02,160 Yes. 766 00:19:02,160 --> 00:19:04,240 Which ultimately ties back. 767 00:19:04,240 --> 00:19:05,080 Absolutely. 768 00:19:05,080 --> 00:19:06,520 To the confidence of your employees and your leadership. 769 00:19:06,520 --> 00:19:07,840 It all goes back to that. 770 00:19:07,840 --> 00:19:10,680 So you can also look at like manager feedback. 771 00:19:10,680 --> 00:19:11,520 Yes. 772 00:19:11,520 --> 00:19:12,360 Performance reviews. 773 00:19:12,360 --> 00:19:13,200 Mm-hmm. 774 00:19:13,200 --> 00:19:15,440 Are managers effectively coaching 775 00:19:15,440 --> 00:19:16,800 and developing their teams? 776 00:19:16,800 --> 00:19:17,640 Right. 777 00:19:17,640 --> 00:19:19,920 Are they making data driven decisions 778 00:19:19,920 --> 00:19:21,920 that lead to positive outcomes? 779 00:19:21,920 --> 00:19:22,760 Yeah. 780 00:19:22,760 --> 00:19:25,280 These are all signs of a strong leadership pipeline 781 00:19:25,280 --> 00:19:27,440 which again, that's all about confidence. 782 00:19:27,440 --> 00:19:29,080 So it's about connecting those dots. 783 00:19:29,080 --> 00:19:29,920 It is. 784 00:19:29,920 --> 00:19:32,720 And looking for those signs that confidence is thriving. 785 00:19:32,720 --> 00:19:33,560 Absolutely. 786 00:19:33,560 --> 00:19:34,560 Or maybe lagging. 787 00:19:34,560 --> 00:19:35,400 Yeah. 788 00:19:35,400 --> 00:19:36,720 Or maybe it needs a little boost. 789 00:19:36,720 --> 00:19:37,560 Yeah. 790 00:19:37,560 --> 00:19:38,840 And then using that information 791 00:19:38,840 --> 00:19:41,040 to create targeted initiatives. 792 00:19:41,040 --> 00:19:41,880 Right. 793 00:19:41,880 --> 00:19:42,720 So if you see a dip. 794 00:19:42,720 --> 00:19:43,560 Yeah. 795 00:19:43,560 --> 00:19:44,560 In associate confidence. 796 00:19:44,560 --> 00:19:45,400 Mm-hmm. 797 00:19:45,400 --> 00:19:48,560 Maybe it's time to revamp your training program. 798 00:19:48,560 --> 00:19:49,400 Yeah. 799 00:19:49,400 --> 00:19:51,880 Empower them with more decision making authority. 800 00:19:51,880 --> 00:19:53,040 Exactly. 801 00:19:53,040 --> 00:19:55,400 If managers are struggling with data analysis. 802 00:19:55,400 --> 00:19:56,240 Mm-hmm. 803 00:19:56,240 --> 00:19:58,560 Invest in tools and training that can help them. 804 00:19:58,560 --> 00:20:00,360 Help them leverage that data. 805 00:20:00,360 --> 00:20:01,200 Leverage the base. 806 00:20:01,200 --> 00:20:02,040 It's effective. 807 00:20:02,040 --> 00:20:03,320 So it's about treating confidence. 808 00:20:03,320 --> 00:20:04,160 Yes. 809 00:20:04,160 --> 00:20:05,720 As a key performance indicator. 810 00:20:05,720 --> 00:20:07,640 It's something that you actively monitor. 811 00:20:07,640 --> 00:20:08,920 Monitor and nurture. 812 00:20:08,920 --> 00:20:10,520 Just like you would your sales figures. 813 00:20:10,520 --> 00:20:11,360 Absolutely. 814 00:20:11,360 --> 00:20:14,160 So confidence is the engine that drives those metrics. 815 00:20:14,160 --> 00:20:16,120 I love that it is the engine. 816 00:20:16,120 --> 00:20:19,280 It's the foundation of a thriving retail organization. 817 00:20:19,280 --> 00:20:20,120 It is. 818 00:20:20,120 --> 00:20:21,320 And confidence is contagious. 819 00:20:21,320 --> 00:20:22,160 It really is. 820 00:20:22,160 --> 00:20:26,560 So when you invest in building confidence at every level. 821 00:20:26,560 --> 00:20:27,400 Yes. 822 00:20:27,400 --> 00:20:30,000 It creates a ripple effect that extends to your customer. 823 00:20:30,000 --> 00:20:30,840 Partners. 824 00:20:30,840 --> 00:20:31,680 Your partners. 825 00:20:31,680 --> 00:20:33,080 Even your competitors. 826 00:20:33,080 --> 00:20:33,920 Wow. 827 00:20:33,920 --> 00:20:35,040 So it's like this upward spiral. 828 00:20:35,040 --> 00:20:36,560 Self-reinforcing cycle. 829 00:20:36,560 --> 00:20:37,400 Yeah. 830 00:20:37,400 --> 00:20:39,600 Confident associates, happy customers, increased sales, 831 00:20:39,600 --> 00:20:42,160 more investment in employees and so on and so on. 832 00:20:42,160 --> 00:20:43,000 Keeps going. 833 00:20:43,000 --> 00:20:43,840 It just keeps going. 834 00:20:43,840 --> 00:20:44,680 That's great. 835 00:20:44,680 --> 00:20:45,520 Yeah. 836 00:20:45,520 --> 00:20:49,040 So while we may not be able to measure confidence directly. 837 00:20:49,040 --> 00:20:49,880 Yeah. 838 00:20:49,880 --> 00:20:52,480 You can definitely see and feel the impact. 839 00:20:52,480 --> 00:20:53,320 Absolutely. 840 00:20:53,320 --> 00:20:55,600 So to all you retail executives out there. 841 00:20:55,600 --> 00:20:56,440 Yeah. 842 00:20:56,440 --> 00:20:59,040 I urge you to make confidence a strategic priority. 843 00:20:59,040 --> 00:21:00,000 It's a must have. 844 00:21:00,000 --> 00:21:01,000 Invest in it. 845 00:21:01,000 --> 00:21:01,840 Nurture it. 846 00:21:01,840 --> 00:21:03,520 And watch it transform your business. 847 00:21:03,520 --> 00:21:04,720 From the inside out. 848 00:21:04,720 --> 00:21:05,640 Until next time. 849 00:21:05,640 --> 00:21:23,400 Keep diving deep.