Frictionless Retail

4 Trending Retail Management Themes for the Coming Year

Another year is drawing to a close, and as is usual in retail, whew, what a year! Change is always part of the retail story, but with change can come some exciting new opportunities—if you’re prepared to seize them. The evolution of brick and mortar continues,...

21 November, 2019 / 0 Comments

Creating Customer Experiences in a Frictionless Retail World

More than 100 million products were purchased on Amazon Prime Day in 2019. So is it official? Is brick & mortar dead? Not hardly. During the 2018 holiday season, for example, shoppers spent twice as much in physical stores as they did on Amazon, and 93%...

23 September, 2019 / 0 Comments

“21 out of the 22 DMs in the recent Retail Multiunit Management (RMM) program were internal promotes! Seven of them were also certified Retail Store Leadership (RSL) trainers. We definitely are helping achieve the client’s goal of increasing internal promotes!”
Deb Brown, Senior Retail Consultant
“RMM was motivating, simple, yet very effective.”
Diane Houde, SVP Director of Stores | TJX Canada
“Retail Multiunit Management has become a culture in our field management. All multi-unit managers are trained within this program in the first year of their assignment. It helps all of us to speak a ‘common language’ and understand what the expectations are.”
Adam Boucher, SVP, Chief Operating Officer | Things Remembered, Inc.
“The biggest change I have seen is our willingness to dig beneath the surface of our vendor relationships. I can see an increasing trust level between us and some of our major partners. Changing culture is an arduous process, but slowly and surely, we are beginning to see the needle move.”
Senior Merchant | Cabela's, Incorporated
“I found the RNS training session very helpful. The session provided valuable insights in many different ways. First, it helped me understand the makeup of my management style and how I needed to adjust to maximize the talents of my team. Understanding what makes them tick and what motivates them will help me get the most of their talent. Second, it allowed my team to better understand me. This will lead to more productive meetings and hopefully an even better working relationship.”
Philo Pappas, EVP, Merchandising | Michaels Crafts
“We selected MOHR because of your focus in the retail segment and our observation of really understanding retail from a multi-unit perspective. The MOHR team has done a great job in working with us in adapting the materials to fit the uniqueness of Things Remembered while still maintaining the core principles of the program.”
Adam Boucher, SVP, Chief Operating Officer | Things Remembered Inc.
“Because we have so many new young merchants, we felt this was a vital investment. Our merchant group spends millions of dollars annually, and every dime counts. Since the RNS implementation, I am already observing improved negotiation techniques with our many suppliers, along with resultant concessions that otherwise might not have happened. Understanding and cooperation among our merchants has gone up considerably. I am glad we made the investment.”
Gordon Partin, Senior Vice-President, Merchandise & Real Estate | Shoe Sensation
“After researching a number of programs with multiple companies, we chose the RMM program for our Retail District Managers and RSL for our Store Managers. Both programs exceeded our expectations. Some of our supervisors are new to their positions but many have been in their roles for many years (+20). The feedback I received was very positive, and regardless of time in position, the training was beneficial to all of our managers.”
Marilyn Price, Vice President of Retail Operations | James Avery
“Why did we choose MOHR? QUALITY. MOHR gets retail. They speak the language, they understand the real-life issues, and they have instant credibility. The training programs are rigorous in design, and the examples and exercises are high quality.”
Todd Chandler, Director, OD & Training | Helzberg Diamonds
“I absolutely loved the MOHR training, and it is very clear to me how valuable and beneficial this training will be for me and those I communicate with on a daily basis. I truly had a wow experience during training when I realized how much this will help me as I continue to take a daily effort to read and re-read and practice these steps. Another big factor was our trainer. She was amazing, and I consider myself lucky to have been a part of that training with her—what an understanding of retail and what we go through with customers and employees and how to navigate all the different aspects. Thanks again for such a wonderful opportunity to learn and grow as a manager.”
RMM Participant
“My on-site visits have been much more structured. I've received feedback that the visits have been more prepared and more productive. I can see a positive change in management's behaviors through these visits focusing on what is truly needed.”
RMM Participant
“Having retail-specific examples makes the online learning more effective because it has more relevance and gives a laser focus...these examples are more easily understood and the training is more readily applied. This means more ease of building great new productive skills and habits by the trainee.”
Online "Plus" Program Participant
“Even though a lot of situations can occur in any profession, having training that is tailored specifically to retail makes the material much more relatable. Plus, for a lot of staff members, this is their first job. Managers are shaping them for their entire employment future. This makes it even more important to ensure that the staff is learning about the proper way to conduct oneself in customer-facing work environments.”
Online "Plus" Program Participant
“The MOHR Retail team has been a pleasure to work with over the years. They truly understand the day-to-day challenges of the ever-changing retail environment. I certainly appreciate their partnership in our training and development efforts for our retail district managers and store managers at James Avery.”
Marilyn Price, Vice President of Retail Operations | James Avery
“Your group did an outstanding job, and I believe it was beneficial for all involved. I learned a lot about the people that were in the meeting and how they would react in certain situations…and I believe they learned a lot about me as well — all of which can only help build a stronger team and better negotiators!”
Michael S. Levy, SVP, Merchandising | Hudson Group

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4 Trending Retail Management Themes for the Coming Year

Creating Customer Experiences in a Frictionless Retail World

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