We need to talk about empowering retail’s real heroes: Frontline staff

We need to talk about empowering retail’s real heroes: Frontline staff American author Seth Godin once gave an interesting take on retail: “People do not buy goods and services; they buy relations, stories, and magic.” In other words, the retail experience has a strong correlation with “how” the product is positioned, managed, and sold at …

MAST Consulting Group launches RIAA, brings full-suite employee empowerment solutions to the retail industry

MAST Consulting Group launches RIAA, brings full-suite employee empowerment solutions to the retail industry The launch of RIAA coincides with a juncture marked by increased digitalisation Homegrown start-up Mast Consulting, part of the MAST Consulting Group, has announced the launch of its full-suite employee empowerment and retail experience solution – RIAA – the Retail Intelligence …

Employee empowerment is the gateway to great retail CX

According to Bob Thompson, Founder and Editor-in-Chief of CustomerThink.com, less than a third of all CX initiatives end up being successful(1) in terms of tangible benefits. Yet, the CXOs behind these less than successful initiatives seldom give up, because irrespective of the success or the lack of it, they continue to see CX as crucial to …

Leading the right organizational CX transformation

“How do you define customer experience (CX)?” This question has elicited different answers over the course of the past decade. However, lately, following the COVID-19 outbreak and associated momentum in digitalization, the answer is more dynamic than ever. Driven by a drastic change in consumer behaviors and expectations, CX now corresponds to many rapidly-evolving factors …

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