By Kirk Watson
The staff need to be retrained and energised. Local government need to subsides this as the greatest impact of the death of the high street will be the further impoverishment of regional communities.
Apple stores don’t only just sell great products. They have enthusiastic, intelligent and engaging staff showcasing and teaching how to use the latest Apple device.
We are living in a time when you can google anything, find the cheapest thing item on the inter web what is the IRL differentiators. It has to be people who are fanatical at their craft.
Independent coffee shops are drawing customers because of the passion of the people who man them. They have passion for the bean and the craft of making that flat white.
A friend of mine mentioned that at his Restaurant the most important variable in what makes an amazing dinning experience is the staff. The reassurance that they are experts on the food and wines as well engaging and inclusive. Creating meaning relationships with regulars, knowing a certain customer doesn’t like a certain grape or wine . Creating a welcoming environment where people want to return to is how buzz is created by word of mouth and great reviews. They pay their staff well but it is also highly competitive. If you don’t fit or something is slightly off you are cut.
In contrast to the current high street, staff are unmotivated on living wages juggling multiple jobs. Many high street stores have neglected their staff. Creating a race to the bottom with zero hour contracts. Replacing people with robots isn’t going to happen. No one wants that.
How can you make more personal experience at scale. I presume better linking of data for employees to serve better. Players in a sports team have a playbook built from hours of scraping data. They train for the most eventualities bad or good.
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