NRF session preview: Maximizing frontline performance
Store associates are key to providing one of the few components that online retailers cannot match: the human touch. The ability of frontline store associates to execute can make or break a brick-and-mortar retailer’s success in today’s competitive environment. Ensuring that associates perform as expected, however, can be challenging, hampered by high turnover and other factors.
Tony Aversa, Foot Locker’s VP of customer experience and sales for North America and other experts will share insider stories of how leading retailers are tapping the power of their frontline teams to deliver next-level in-store customer experiences at NRF 2020 Vision: Retail’s Big Show. Aversa will be joined by Carol Leaman, president and CEO of frontline microlearning platform Axonify, and Bob Phibbs, CEO of retail consulting firm The Retail Doctor, at the session, “How We Built a High Performing Frontline,” on Monday, Jan. 13 at 11 a.m.
The speakers will also offer tips for help in shifting the traditional organizational mindset — which views frontline associates as a disposable asset — to one dedicated to investing in associates.