We work with more than a hundred different retailers each year and train thousands of retail store associates, managers, and DMs. One of the words that retailers are using now is “engagement”. The focus is clearly shifting, especially regarding customer experience, toward ways to more fully engage the customer. Clients are looking for skills and strategies as well as technology to have the customer interact in a way that adds value to their shopping experience. For some retailers, this requires a dramatic shift in skills associates and managers must have to respond and connect with customers. It challenges all of them to pay attention to cues and use skills to draw the customer into the conversation. It’s a problem we have been solving for years.
About Michael Patrick
Michael held positions in retail management, merchandising, and human resources before joining MOHR Retail’s predecessor in 1986. In 1990 he purchased the retail division of that firm to form today’s MOHR Retail. Michael holds true to his retail roots by delivering learning that changes behavior—providing both immediate and lasting business impact. In addition to facilitating MOHR Retail training programs, he offers executive-level coaching in one-on-one sessions dealing with critical strategic issues such as succession strategies and executive team development. The author of “The New Negotiation Mindset: Guarantee A Bigger Slice,” Michael is a longstanding member of NRF as well as ISA: The Association of Learning Providers. He has a B.A. from San Diego State University, completed Master’s level work at Arizona State University, and lives with his family in New Jersey.
