The savvy thought leaders at Service
Management Group hosted their annual customer forum last
week in Dallas, focused once again on the service profit chain.
Their expertise is no surprise given the fact that SMG co-founders
Bill and Andy Fromm have always understood that it
is impossible to move the needle of guest service without
motivated, trained, and empowered employees. It was inspiring to be
in a room filled with operators and marketers who are at the top of
their craft; all there seeking insight on how to navigate today's
scary consumer landscape.
Leading keynote speaker, Havard Business school faculty member
Nancy Koehn, Ph. D., led the audience through a
group brainstorming session to unveil the similarities and
differences that have emerged in the past year in the behavior,
wants and needs of their customers. The group quickly acknowledged
that while the gap has widened between wants and needs, the desire
for customized, convenient, and personalized service has become
even more important - none of which is possible in bricks and
mortar retail without great employees.
The most recent People Report
Workforce Index published in
Nation's Restaurant News, clearly illustrates the
silver lining in this market for employers; turnover is down,
vacancies are down, and the applicant pool hasn't been this strong
for over a decade. Working together, it is a chance for marketing
and HR execs to really hit the true brand promise out of the
park.
(To connect with SMG and their leading products and services
contact Charles
Aeh, VP Business Development)