Starbuck’s Closings Stress Customer Experience Management

Will Starbucks not be on every corner???? Starbucks announced a few months back that they will be closing many of their outlets. In their report to analysts, they sited poor real estate decisions. They apparently put some store sales at risk when opening too many locations within too close a proximity.
This is unfortunate, [...]

DIY Compliance Monitoring - Good Idea?

There is one very basic problem with Do It Yourself (DIY) Compliance Monitoring: first you must admit you might have a problem!
I have seen many consultants recommend that companies conduct their own compliance monitoring audits and employee monitoring to determine operational performance, employee adherence to procedures and customer satisfaction levels. The problem is that [...]

Bad Economy Stresses Customer-facing Employees - And You!

Many economists and sociologists have been quoted to say that as economic pressures increase, when unemployment rises and costs increase, employees can take their frustrations out on their employer.
This can translate into absenteeism, employee theft of money or goods, substance abuse that translates to the workplace, safety violations, giving product or services away [...]

Avoiding Employee Theft Losses

I have been reading many articles, across many industries, stating that video surveillance systems are the key to eliminating theft. Well, let’s first say – NOTHING CAN ELIMINATE EMPLOYEE THEFT completely. You can only hope to reduce it and contain it.
Averaging 1 – 3% of sales annually, “shrinkage” as it is [...]