1 00:00:00,000 --> 00:00:06,680 All right, so let's dive into something I think that's on all of our minds as retail executives. 2 00:00:06,680 --> 00:00:07,180 Yeah. 3 00:00:07,180 --> 00:00:11,320 How do we make our stores, like our physical stores, really stand out? 4 00:00:11,320 --> 00:00:12,080 So sure. 5 00:00:12,080 --> 00:00:15,600 We've got these two articles, one from Glossy and then one from Multimedia Plus. 6 00:00:15,600 --> 00:00:16,680 Okay. 7 00:00:16,680 --> 00:00:23,240 And they both kind of explore this idea of how brands are turning their associates into like, 8 00:00:23,240 --> 00:00:25,680 you know, really powerful brand ambassadors. 9 00:00:25,680 --> 00:00:26,040 Yeah. 10 00:00:26,040 --> 00:00:30,360 It's an interesting shift, particularly, you know, with online shopping being so dominant 11 00:00:30,360 --> 00:00:31,080 these days. 12 00:00:31,080 --> 00:00:31,640 Yeah. 13 00:00:31,640 --> 00:00:35,720 You know, these articles are really saying like, your in-store staff can be like your secret weapon, 14 00:00:35,720 --> 00:00:36,280 you know? 15 00:00:36,280 --> 00:00:36,920 Really? 16 00:00:36,920 --> 00:00:39,680 Creating experiences that you just can't get online. 17 00:00:39,680 --> 00:00:40,000 Right. 18 00:00:40,000 --> 00:00:46,720 And I think Glossy really starts out strong here by hitting us with this stat from the National Retail Federation 19 00:00:46,720 --> 00:00:49,120 that 73% of shoppers. 20 00:00:49,120 --> 00:00:50,400 Wow. 21 00:00:50,400 --> 00:00:53,840 Already know what they want to buy before they even step foot in the store. 22 00:00:53,840 --> 00:00:54,920 That's huge. 23 00:00:54,920 --> 00:00:59,000 Yeah. That's a really important insight, I think, because it really means that, you know, just having 24 00:00:59,000 --> 00:01:01,840 products on shelves isn't enough anymore. 25 00:01:01,840 --> 00:01:07,760 Customers are coming in with like very specific needs and expectations and your staff has to be ready 26 00:01:07,760 --> 00:01:13,280 to meet those expectations with a level of expertise that goes way beyond like a quick Google search, 27 00:01:13,280 --> 00:01:13,800 you know? 28 00:01:13,800 --> 00:01:14,440 Exactly. 29 00:01:14,440 --> 00:01:19,960 And so how are brands like tackling this, you know, this big challenge? 30 00:01:19,960 --> 00:01:20,960 Yeah. 31 00:01:20,960 --> 00:01:24,560 Glossy highlights, Foot Locker. 32 00:01:24,560 --> 00:01:29,440 And I think they have a really interesting approach to training. 33 00:01:29,440 --> 00:01:34,080 They've totally like gotten rid of the old school textbooks and they've moved to these interactive apps 34 00:01:34,080 --> 00:01:34,600 Oh cool. 35 00:01:34,600 --> 00:01:39,640 called Lace Up and Sneaker You for daily training on all the new releases that they have. 36 00:01:39,640 --> 00:01:45,120 I see. So it's like they're recognizing that their employees are like, you know, the ones on the front lines 37 00:01:45,120 --> 00:01:47,480 talking to these like passionate sneakerheads every day. 38 00:01:47,480 --> 00:01:47,960 Right. 39 00:01:47,960 --> 00:01:53,480 And these apps are not just about like giving them information, it's about creating this culture of like constant learning. 40 00:01:53,480 --> 00:01:53,960 Yeah. 41 00:01:53,960 --> 00:02:00,880 And making sure that the staff can, you know, really talk to customers on their level with like real passion for the products. 42 00:02:00,880 --> 00:02:02,200 It makes total sense. 43 00:02:02,200 --> 00:02:02,720 Yeah. 44 00:02:02,720 --> 00:02:05,960 You know, you want your staff to be as knowledgeable as like your biggest fan. 45 00:02:05,960 --> 00:02:06,480 Yeah. 46 00:02:06,480 --> 00:02:08,360 But it's not just about product knowledge, is it? 47 00:02:08,360 --> 00:02:09,320 Right. 48 00:02:09,320 --> 00:02:13,360 Glossy also talks about these reimagined stores that Foot Locker has been rolling out. 49 00:02:13,360 --> 00:02:16,440 Okay. So reimagined, is this like going beyond just like how it looks? 50 00:02:16,440 --> 00:02:17,040 Yeah. 51 00:02:17,040 --> 00:02:18,080 It's the whole experience. 52 00:02:18,080 --> 00:02:18,920 That's true. 53 00:02:18,920 --> 00:02:24,360 And so they're bringing in tech like 3D scanning to help customers find the perfect fit. 54 00:02:24,360 --> 00:02:25,040 That's cool. 55 00:02:25,040 --> 00:02:29,800 Which, you know, obviously enhances the customer experience, but it also drives business results. 56 00:02:29,800 --> 00:02:30,480 Makes sense. 57 00:02:30,480 --> 00:02:35,480 Glossy says that they're seeing higher conversion rates and larger basket sizes. 58 00:02:35,480 --> 00:02:35,920 Wow. 59 00:02:35,920 --> 00:02:39,480 And it's even attracting more women, which is like a key demographic for them. 60 00:02:39,480 --> 00:02:44,760 Interesting. So they're really hitting all the right points there, you know, a better customer experience, more sales. 61 00:02:44,760 --> 00:02:45,160 Yeah. 62 00:02:45,160 --> 00:02:47,040 And, you know, reaching new customers. 63 00:02:47,040 --> 00:02:47,840 Totally. 64 00:02:47,840 --> 00:02:51,440 But how does tech empower the staff themselves? 65 00:02:51,440 --> 00:02:53,560 Like what are they doing for their employees? 66 00:02:53,560 --> 00:02:58,520 Yeah, that's a good question because they're not just like throwing technology at the problem. 67 00:02:58,520 --> 00:03:00,960 You know, they've built feedback systems right into the app. 68 00:03:00,960 --> 00:03:01,560 Okay. 69 00:03:01,560 --> 00:03:07,320 So the staff can directly talk to management about, you know, things they're concerned about their needs. 70 00:03:07,320 --> 00:03:14,120 So it's like a real two-way conversation, you know, recognizing that employees have really valuable insight into what's going on. 71 00:03:14,120 --> 00:03:14,840 That's a great point. 72 00:03:14,840 --> 00:03:17,800 It's not just about, you know, telling people what to do. 73 00:03:17,800 --> 00:03:19,880 It's about letting them contribute. 74 00:03:19,880 --> 00:03:21,040 Exactly. 75 00:03:21,040 --> 00:03:25,440 Now Glossy also highlights another brand, Archerix. 76 00:03:25,440 --> 00:03:26,280 Okay. 77 00:03:26,280 --> 00:03:29,560 And their approach to training is so unique. 78 00:03:29,560 --> 00:03:30,800 Oh, really? How so? 79 00:03:30,800 --> 00:03:33,920 So they have their employees test drive products. 80 00:03:33,920 --> 00:03:34,520 Oh, wow. 81 00:03:34,520 --> 00:03:38,760 They even go on like outdoor trips to experience the gear like in action. 82 00:03:38,760 --> 00:03:41,880 That's taking knowing your product to like a whole other level. 83 00:03:41,880 --> 00:03:42,760 I know, right? 84 00:03:42,760 --> 00:03:45,280 But I guess it makes sense for a brand like Archerix, right? 85 00:03:45,280 --> 00:03:48,200 Their customers are like climbing mountains and out in the elements. 86 00:03:48,200 --> 00:03:52,600 They expect that the staff are going to know like firsthand how that gear actually performs. 87 00:03:52,600 --> 00:03:53,120 Exactly. 88 00:03:53,120 --> 00:03:53,720 But in the real world. 89 00:03:53,720 --> 00:03:58,560 So this training just like builds so much credibility and authenticity for sure. 90 00:03:58,560 --> 00:04:00,640 Which is priceless these days. 91 00:04:00,640 --> 00:04:01,720 Yeah, absolutely. 92 00:04:01,720 --> 00:04:05,880 I mean, it's so cool to see how these brands are like thinking outside the box when it comes to training. 93 00:04:05,880 --> 00:04:06,360 Yeah. 94 00:04:06,360 --> 00:04:09,520 So, you know, we've talked about knowledge, expertise, all that. 95 00:04:09,520 --> 00:04:15,120 But how do we turn these, you know, knowledgeable associates into true brand ambassadors? 96 00:04:15,120 --> 00:04:15,480 Right. 97 00:04:15,480 --> 00:04:17,680 That's where the multimedia plus article comes in, right? 98 00:04:17,680 --> 00:04:18,760 Yeah, absolutely. 99 00:04:18,760 --> 00:04:25,240 Multimedia plus really takes a deep dive into like what it actually means to be a brand ambassador. 100 00:04:25,240 --> 00:04:25,800 Yeah. 101 00:04:25,800 --> 00:04:30,160 And it's like way more than just, you know, wearing the company logo. 102 00:04:30,160 --> 00:04:30,840 Right. 103 00:04:30,840 --> 00:04:35,360 They're saying it's about like someone who really embodies the brand's values, you know? 104 00:04:35,360 --> 00:04:35,600 Okay. 105 00:04:35,600 --> 00:04:36,600 Or the product expert. 106 00:04:36,600 --> 00:04:38,720 They tell these compelling stories. 107 00:04:38,720 --> 00:04:44,600 And they're creating these memorable customer experiences that ultimately build loyalty, you know? 108 00:04:44,600 --> 00:04:49,360 So it sounds like they're moving past like just a simple transaction. 109 00:04:49,360 --> 00:04:51,080 And they're going for something much deeper. 110 00:04:51,080 --> 00:04:51,440 Exactly. 111 00:04:51,440 --> 00:04:55,000 Like a true connection between the customer and the brand. 112 00:04:55,000 --> 00:04:58,520 But how do we actually like cultivate that in our teams? 113 00:04:58,520 --> 00:04:58,760 Right. 114 00:04:58,760 --> 00:05:03,120 You know, as retail executives, like what are the actual steps to empowering our staff. 115 00:05:03,120 --> 00:05:03,520 Yeah. 116 00:05:03,520 --> 00:05:05,000 To become these brand ambassadors? 117 00:05:05,000 --> 00:05:11,240 Well, multimedia plus lays out these like four key strategies that I think are really relevant for us. 118 00:05:11,240 --> 00:05:11,680 All right. 119 00:05:11,680 --> 00:05:16,960 First, they talk about like investing in continuous and accessible training. 120 00:05:16,960 --> 00:05:17,360 Yeah. 121 00:05:17,360 --> 00:05:20,360 Think like, you know, bite-sized mobile modules. 122 00:05:20,360 --> 00:05:20,800 Okay. 123 00:05:20,800 --> 00:05:23,880 That can easily fit into, you know, people's busy schedules. 124 00:05:23,880 --> 00:05:24,880 That makes a lot of sense. 125 00:05:24,880 --> 00:05:25,440 Yeah. 126 00:05:25,440 --> 00:05:28,080 You know, we need to make learning like a seamless part of their day. 127 00:05:28,080 --> 00:05:28,520 Yeah. 128 00:05:28,520 --> 00:05:30,400 Not just this extra thing they have to do. 129 00:05:30,400 --> 00:05:31,240 Exactly. 130 00:05:31,240 --> 00:05:32,480 What else do they suggest? 131 00:05:32,480 --> 00:05:35,080 So the second strategy is all about communication. 132 00:05:35,080 --> 00:05:35,400 Okay. 133 00:05:35,400 --> 00:05:39,720 Like using real-time tools to keep everyone on the same page and informed. 134 00:05:39,720 --> 00:05:40,280 Okay. 135 00:05:40,280 --> 00:05:43,600 Imagine like an internal social media platform. 136 00:05:43,600 --> 00:05:44,120 Oh, of course. 137 00:05:44,120 --> 00:05:45,480 For your company, you know. 138 00:05:45,480 --> 00:05:45,840 Yeah. 139 00:05:45,840 --> 00:05:49,360 Where information can flow freely and everyone's like in the loop. 140 00:05:49,360 --> 00:05:53,040 I could see how that would be super powerful, you know, breaking down those silos. 141 00:05:53,040 --> 00:05:53,440 Yeah. 142 00:05:53,440 --> 00:05:57,120 And creating a sense of community across different stores, departments. 143 00:05:57,120 --> 00:05:57,360 Right. 144 00:05:57,360 --> 00:06:00,600 But isn't there a risk of like information overload? 145 00:06:00,600 --> 00:06:01,360 That's a good point. 146 00:06:01,360 --> 00:06:03,280 How do you make sure that it stays relevant? 147 00:06:03,280 --> 00:06:03,720 Yeah. 148 00:06:03,720 --> 00:06:06,160 And it doesn't become too overwhelming? 149 00:06:06,160 --> 00:06:06,520 Yeah. 150 00:06:06,520 --> 00:06:11,360 And multimedia plus definitely acknowledges that finding the right balance is key. 151 00:06:11,360 --> 00:06:11,720 Right. 152 00:06:11,720 --> 00:06:14,720 It's not about like bombarding people with updates constantly. 153 00:06:14,720 --> 00:06:15,040 Yeah. 154 00:06:15,040 --> 00:06:20,280 It's about giving them timely information, you know, that helps them do their jobs better. 155 00:06:20,280 --> 00:06:20,880 Okay. 156 00:06:20,880 --> 00:06:23,040 And makes them feel connected to the bigger picture. 157 00:06:23,040 --> 00:06:23,960 Gotcha. 158 00:06:23,960 --> 00:06:27,920 The third strategy they talk about is something that really resonated with me. 159 00:06:27,920 --> 00:06:27,960 Yeah. 160 00:06:27,960 --> 00:06:31,400 It's all about fostering this culture of empowerment. 161 00:06:31,400 --> 00:06:32,040 I like that. 162 00:06:32,040 --> 00:06:35,400 Where the staff feel trusted. 163 00:06:35,400 --> 00:06:35,920 Yeah. 164 00:06:35,920 --> 00:06:39,040 To make decisions and take ownership of their roles. 165 00:06:39,040 --> 00:06:40,880 You know, I think that's such a critical point. 166 00:06:40,880 --> 00:06:41,400 Mm-hmm. 167 00:06:41,400 --> 00:06:43,400 And as retail executives. 168 00:06:43,400 --> 00:06:43,840 Yeah. 169 00:06:43,840 --> 00:06:46,080 That's something we need to be constantly thinking about. 170 00:06:46,080 --> 00:06:46,840 Absolutely. 171 00:06:46,840 --> 00:06:50,760 How do we create an environment where our team members feel confident? 172 00:06:50,760 --> 00:06:51,560 For sure. 173 00:06:51,560 --> 00:06:52,360 And value. 174 00:06:52,360 --> 00:06:52,920 Yeah. 175 00:06:52,920 --> 00:06:57,640 Where they see themselves as, you know, contributors, not just cogs in a machine. 176 00:06:57,640 --> 00:06:58,120 Yeah. 177 00:06:58,120 --> 00:06:58,440 Right. 178 00:06:58,440 --> 00:07:01,200 Like how do we actually foster that sense of ownership? 179 00:07:01,200 --> 00:07:01,920 Exactly. 180 00:07:01,920 --> 00:07:03,480 Well, I think it starts with trust, right? 181 00:07:03,480 --> 00:07:03,840 Yeah. 182 00:07:03,840 --> 00:07:09,120 Empowering your staff means giving them the autonomy to solve problems. 183 00:07:09,120 --> 00:07:09,320 Right. 184 00:07:09,320 --> 00:07:12,920 And make decisions within, you know, their area. 185 00:07:12,920 --> 00:07:13,280 Yeah. 186 00:07:13,280 --> 00:07:17,760 So it's about giving them the resources and the support they need. 187 00:07:17,760 --> 00:07:18,160 Right. 188 00:07:18,160 --> 00:07:21,080 But also creating clear guidelines. 189 00:07:21,080 --> 00:07:21,560 Okay. 190 00:07:21,560 --> 00:07:22,720 And expectations. 191 00:07:22,720 --> 00:07:27,040 So it's like finding that balance between freedom and structure. 192 00:07:27,040 --> 00:07:27,440 Right. 193 00:07:27,440 --> 00:07:28,480 Guidance and autonomy. 194 00:07:28,480 --> 00:07:29,640 Exactly. 195 00:07:29,640 --> 00:07:30,920 What about the final strategy? 196 00:07:30,920 --> 00:07:32,920 So the fourth one really brings everything together. 197 00:07:32,920 --> 00:07:33,200 Okay. 198 00:07:33,200 --> 00:07:36,600 It's about using technology to streamline your operations. 199 00:07:36,600 --> 00:07:37,240 Uh-huh. 200 00:07:37,240 --> 00:07:41,040 Integrating your training, your communication, your task management. 201 00:07:41,040 --> 00:07:41,480 Okay. 202 00:07:41,480 --> 00:07:43,600 Into one cohesive system. 203 00:07:43,600 --> 00:07:48,400 It sounds like they're advocating for a more holistic approach to staff empowerment. 204 00:07:48,400 --> 00:07:49,120 Exactly. 205 00:07:49,120 --> 00:07:52,800 You know, recognizing that it's not just about these individual initiatives, 206 00:07:52,800 --> 00:07:55,680 but creating an ecosystem that supports their growth. 207 00:07:55,680 --> 00:07:56,600 Uh-huh. 208 00:07:56,600 --> 00:08:01,800 But how do we make sure that technology doesn't become a barrier itself? 209 00:08:01,800 --> 00:08:03,800 You know, we don't want to overwhelm our staff. 210 00:08:03,800 --> 00:08:05,280 That's a really good point. 211 00:08:05,280 --> 00:08:08,440 With these complex systems that just add to their workload. 212 00:08:08,440 --> 00:08:08,840 Yeah. 213 00:08:08,840 --> 00:08:09,800 You're absolutely right. 214 00:08:09,800 --> 00:08:12,880 Technology should simplify things, not complicate them. 215 00:08:12,880 --> 00:08:13,320 Right. 216 00:08:13,320 --> 00:08:18,240 The key is to choose tools that are user-friendly, intuitive. 217 00:08:18,240 --> 00:08:18,720 Uh-huh. 218 00:08:18,720 --> 00:08:21,400 And that integrates well with the systems you already have. 219 00:08:21,400 --> 00:08:22,080 Makes sense. 220 00:08:22,080 --> 00:08:25,480 And then you have to make sure to provide enough training and support. 221 00:08:25,480 --> 00:08:25,680 Yes. 222 00:08:25,680 --> 00:08:29,000 So everyone can actually use these tools effectively. 223 00:08:29,000 --> 00:08:31,960 So it's not just about implementing the technology. 224 00:08:31,960 --> 00:08:32,320 Right. 225 00:08:32,320 --> 00:08:36,160 It's about making sure it's actually adopted and used properly. 226 00:08:36,160 --> 00:08:36,640 Exactly. 227 00:08:36,640 --> 00:08:39,800 So we've talked about all these strategies for empowering staff. 228 00:08:39,800 --> 00:08:40,280 Yeah. 229 00:08:40,280 --> 00:08:41,840 Turning them into brand ambassadors. 230 00:08:41,840 --> 00:08:42,280 Right. 231 00:08:42,280 --> 00:08:48,040 But what kind of impact can we as retail executives really expect to see on our business? 232 00:08:48,040 --> 00:08:48,400 Yeah. 233 00:08:48,400 --> 00:08:49,480 What's the bottom line here? 234 00:08:49,480 --> 00:08:51,840 Well, the benefits are actually like pretty diverse. 235 00:08:51,840 --> 00:08:52,200 Okay. 236 00:08:52,200 --> 00:08:57,040 And multimedia plus highlights three that I think are really important for us. 237 00:08:57,040 --> 00:08:59,280 First, and probably most importantly, 238 00:08:59,280 --> 00:09:07,960 you should see increased sales conversion when your staff are knowledgeable, confident, 239 00:09:07,960 --> 00:09:12,000 and empowered to engage with customers on that deeper level. 240 00:09:12,000 --> 00:09:12,400 Yeah. 241 00:09:12,400 --> 00:09:15,680 They basically become trusted advisors, not just salespeople. 242 00:09:15,680 --> 00:09:16,080 Right. 243 00:09:16,080 --> 00:09:18,680 They can really guide the customers to make better decisions. 244 00:09:18,680 --> 00:09:19,200 Exactly. 245 00:09:19,200 --> 00:09:21,880 And it creates that more positive, personalized experience. 246 00:09:21,880 --> 00:09:26,360 And that leads right into the second benefit, which is stronger customer loyalty. 247 00:09:26,360 --> 00:09:26,960 Makes sense. 248 00:09:26,960 --> 00:09:27,560 Think about it. 249 00:09:27,560 --> 00:09:31,920 You know, when customers have these like memorable interactions with your staff, 250 00:09:31,920 --> 00:09:33,280 they're much more likely to come back. 251 00:09:33,280 --> 00:09:33,560 Right. 252 00:09:33,560 --> 00:09:37,480 It's about building that community where people feel valued and understood. 253 00:09:37,480 --> 00:09:38,240 Exactly. 254 00:09:38,240 --> 00:09:42,000 And a strong community leads to a good reputation. 255 00:09:42,000 --> 00:09:42,760 Total one. 256 00:09:42,760 --> 00:09:47,280 And that brings us to the third benefit, which is improved brand reputation. 257 00:09:47,280 --> 00:09:47,760 Okay. 258 00:09:47,760 --> 00:09:56,080 When your employees really embody those brand values and consistently provide that great service, 259 00:09:56,080 --> 00:09:58,280 it creates this ripple effect. 260 00:09:58,280 --> 00:10:01,080 Customers share their good experiences. 261 00:10:01,080 --> 00:10:01,680 For sure. 262 00:10:01,680 --> 00:10:03,160 Online, offline. 263 00:10:03,160 --> 00:10:07,120 And you build this brand image that's authentic and trustworthy. 264 00:10:07,120 --> 00:10:09,200 It sounds like a win-win for everyone. 265 00:10:09,200 --> 00:10:10,360 It really is. 266 00:10:10,360 --> 00:10:15,680 Empowered staff, happy customers, stronger brand reputation. 267 00:10:15,680 --> 00:10:16,480 Absolutely. 268 00:10:16,480 --> 00:10:21,840 Now, the multimedia plus article mentions this specific platform called Insight. 269 00:10:21,840 --> 00:10:22,480 Right. 270 00:10:22,480 --> 00:10:29,040 But I'm guessing there are other tools and technologies out there to help retailers achieve these same goals. 271 00:10:29,040 --> 00:10:30,360 Yeah, for sure. 272 00:10:30,360 --> 00:10:31,920 Insight is just one example. 273 00:10:31,920 --> 00:10:32,440 Right. 274 00:10:32,440 --> 00:10:39,720 And I think the key takeaway for us as retail executives is that, you know, we need to explore what's out there. 275 00:10:39,720 --> 00:10:41,800 Find the tools and the strategies. 276 00:10:41,800 --> 00:10:42,320 Right. 277 00:10:42,320 --> 00:10:44,240 That really work for our needs and goals. 278 00:10:44,240 --> 00:10:44,800 Absolutely. 279 00:10:44,800 --> 00:10:46,920 It's all about finding that right fit for your company. 280 00:10:46,920 --> 00:10:47,320 Yeah. 281 00:10:47,320 --> 00:10:50,960 And, you know, having this like mindset of continuous improvement. 282 00:10:50,960 --> 00:10:52,200 Retail is always changing. 283 00:10:52,200 --> 00:10:53,720 So we have to stay ahead of the curve. 284 00:10:53,720 --> 00:10:54,120 For sure. 285 00:10:54,120 --> 00:10:55,480 You know, be adaptable. 286 00:10:55,480 --> 00:10:55,800 Right. 287 00:10:55,800 --> 00:11:00,440 Always looking for new and better ways to empower our front line. 288 00:11:00,440 --> 00:11:04,840 So as we wrap up this deep dive, I want to leave our listeners with this one thought. 289 00:11:04,840 --> 00:11:05,240 Okay. 290 00:11:05,240 --> 00:11:10,600 You know, we've talked about knowledgeable staff, experiential training, 291 00:11:10,600 --> 00:11:12,440 cultivating these brand ambassadors. 292 00:11:12,440 --> 00:11:12,960 Yeah. 293 00:11:12,960 --> 00:11:14,560 But really, it all comes down to this. 294 00:11:14,560 --> 00:11:14,920 Okay. 295 00:11:14,920 --> 00:11:16,680 Investing in your people. 296 00:11:16,680 --> 00:11:18,280 I completely agree. 297 00:11:18,280 --> 00:11:21,160 Your front line staff are the face of your brand. 298 00:11:21,160 --> 00:11:21,640 Uh-huh. 299 00:11:21,640 --> 00:11:24,520 You know, they're the ones interacting with your customers every single day. 300 00:11:24,520 --> 00:11:24,920 Right. 301 00:11:24,920 --> 00:11:26,800 They can make or break the experience. 302 00:11:26,800 --> 00:11:27,360 For sure. 303 00:11:27,360 --> 00:11:30,280 And by empowering them with knowledge. 304 00:11:30,280 --> 00:11:30,560 Yeah. 305 00:11:30,560 --> 00:11:31,520 With the right tools. 306 00:11:31,520 --> 00:11:31,920 Right. 307 00:11:31,920 --> 00:11:33,680 And that sense of ownership. 308 00:11:33,680 --> 00:11:34,120 Uh-huh. 309 00:11:34,120 --> 00:11:35,760 You're not just improving your business. 310 00:11:35,760 --> 00:11:36,320 Right. 311 00:11:36,320 --> 00:11:38,760 You're creating this culture of excellence. 312 00:11:38,760 --> 00:11:39,240 It's true. 313 00:11:39,240 --> 00:11:40,760 That benefits everyone. 314 00:11:40,760 --> 00:11:42,120 It's like a ripple effect, you know? 315 00:11:42,120 --> 00:11:42,560 Yeah. 316 00:11:42,560 --> 00:11:43,880 Starting with your employees. 317 00:11:43,880 --> 00:11:44,200 Uh-huh. 318 00:11:44,200 --> 00:11:45,600 And then going out to your customers. 319 00:11:45,600 --> 00:11:45,880 Right. 320 00:11:45,880 --> 00:11:46,880 And your brand. 321 00:11:46,880 --> 00:11:48,760 So as you move forward. 322 00:11:48,760 --> 00:11:49,520 Yeah. 323 00:11:49,520 --> 00:11:51,440 Think about the things we've talked about today. 324 00:11:51,440 --> 00:11:52,000 Okay. 325 00:11:52,000 --> 00:11:58,200 Ask yourself, how can I create an environment where my team feels valued? 326 00:11:58,200 --> 00:11:58,520 Uh-huh. 327 00:11:58,520 --> 00:11:59,720 They feel knowledgeable. 328 00:11:59,720 --> 00:12:00,200 Right. 329 00:12:00,200 --> 00:12:01,280 And they feel confident. 330 00:12:01,280 --> 00:12:01,800 Yeah. 331 00:12:01,800 --> 00:12:03,200 To represent my brand. 332 00:12:03,200 --> 00:12:04,200 That's a great question. 333 00:12:04,200 --> 00:12:05,840 Because the answer to that question. 334 00:12:05,840 --> 00:12:06,600 Yeah. 335 00:12:06,600 --> 00:12:09,080 Could really unlock some amazing potential for your business. 336 00:12:09,080 --> 00:12:09,720 Absolutely. 337 00:12:09,720 --> 00:12:10,880 That's it for this deep dive. 338 00:12:10,880 --> 00:12:11,840 We'll see you next time. 339 00:12:11,840 --> 00:12:12,280 All right. 340 00:12:12,280 --> 00:12:14,320 Sounds good.