NOTE: This conversation was originally recorded for The 80 Percent Podcast. The audio has been transcribed and edited for brevity and clarity. From the start, […]

Big organizational changes don’t happen overnight. There are a lot of stakeholders and a lot of moving pieces. Countless calls, emails and meetings. Plans made, […]

Microlearning isn’t new. In fact, it’s been around for over 10 years—developed right alongside concepts like mobile learning, gamification and elearning. But recently, microlearning seems […]

Whether in a strip mall in the suburbs or a storefront in the big city, you want customers to get the same great experience every […]

Plenty of people continue to reference Malcolm Gladwell’s 10,000 hours rule. Some now estimate the number to be a much more realistic 6 months. Others […]

Retail strategy may be set at HQ, but it lives or dies on the frontlines. Your ability to execute depends on getting your associates across […]

Frontline employees—the people who work in customer-facing roles, or in the production of or direction of a product—don’t have the luxury of sitting down for […]

Every minute of time is valuable on the frontline. And you need your workforce to operate at peak performance during every shift. However, it can […]

Checklists are great!  Everyone can benefit from a good checklist. Recipes. Store opening tasks. Equipment repair instructions. Emergency evacuation procedures. Step-by-step guidance is a great […]

In 2020 the use of the word “pandemic” increased by more than 57,000%. The same may end up being true for the word “vaccine” in […]

If delivering a great customer experience is challenging when you’re face to face, tackling customer concerns over the phone takes things to a whole new […]

2020 turned retail upside down. Stores became fulfillment centers, and associates became safety champions and rule enforcers. The ways we shop changed, with a host […]