So many retailers push out a relentless stream of tasks, news, instruction, and information to their stores but have little or no idea how much is being read, let alone processed by the recipients. If recipients are not reading things, then how are they implementing, actioning, or understanding them?
All too often, brand consistency is undermined by poor execution at the store level, with the only option to manage consistency being to conduct field visits to assess the quality of the store’s operation. Despite this, operations teams continue to relentlessly push out communications using various blunt methods with no real insight into their efficiency and effectiveness.
At RMS, we believe that effective communication is structured, targeted, personalised, controlled, and centred on process. Email is often the worst offender when it comes to unstructured communication—with little control, it often results in chaos. The burden of an ever-expanding inbox significantly impacts a Store Manager’s ability to be on the shop floor, driving sales and motivating teams.
From our experience working with retail operations teams, we know that a new way of measuring the effectiveness of their communication is essential to ensure the quality of operations and brand standards.
Metro enables our customers to measure communication effectiveness simply by measuring the number of recipients receiving structured communication as a percentage of the overall total communications received minus the number of recipients receiving unstructured communication as a percentage of the overall total.
This enables our customers to work towards increasing the volume of structured communication and providing clear visibility of the volume and proportion of unstructured communication. Unstructured communications are measured in volume and frequency, highlighting the worst offenders and enabling them to work towards more structured communication. Compliance rates are also monitored in direct relation to the volume of communication sent. This enables our customers to arrive at an optimal volume that stores can process effectively in a working day.
Contact us to find out more about how we can optimise your store’s operational communications.
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