Leadership Archives - Start Reverse

Running a Retail Store is Simple… Right??

March 29, 2018

EPIC Leadership, IKEA, Leadership, Retail, Sales, Training

Regarding Retail Leadership I recall another conversation I had with Ingvar Kamprad way back in 1993. I was leading a team of 400 sales professionals at IKEA Brent Park. Brent was the top selling store in the world for IKEA at that time. I was actively complaining about the large number of out-of-stock items that we were experiencing. Especially some of…

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Retail Leadership Culture - EPIC Leadership

The Most Expensive Hidden Cost in Retail is…?

March 13, 2018

Cliff Crosbie

Cliff Crosbie, Leadership, Retail, Reverse Thinking

Cost, Culture, Leadership, Retail, Staff Retention, Store Manager

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Is a company’s culture created, or is it a result of behaviour? I’ve stayed with companies, and left companies, because of the culture. I’m sure I’m not alone, even if a lot of people do it subconsciously. A lot of people stay where they are, but wonder all the time why they’re not happy in their job. In my experience…

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3 Ways to Be(come) a Better Manager in Retail

March 5, 2018

Cliff Crosbie

Customer Experience, Retail

customer experience, EPIC Leadership, IKEA, Ingvar Kamprad, Inspiration, Leadership, Retail

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Retail isn’t a game where you can win by doing a good job for a few days, or even a few weeks or months. It’s a long game. It’s about delivering a great experience day after day, hour after hour, every single time, for every single visitor. No matter how you feel. It can be compared to acting in the…

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7 Energizing STAR Training Exercises (Free Download)

May 19, 2017

Reverse Academy

Energizers, Icebreakers, Reverse Thinking

Activities, Brainstorm, customer experience, Energizer, Energizers, Feedback, Icebreaker, Icebreakers, Leadership, STAR, Training

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Nobody has an unlimited supply of energy. One of the main goals of a trainer / facilitator is to “manage” the energy level, both up and down! An energizer or icebreaker can be used as a (brief) activity to increase the energy level of participants in a training by engaging them in physical activity. Having fun and laughter will boost the energy- and attention level.…

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Employer Branding Purpose Economy - Human Resource Strategic Plan Start Reverse

Why Purpose should be #1 on your Strategic HR plan

May 16, 2017

Jeroen Ruigrok

Customer Experience, Employee Experience, Jeroen Ruigrok, Strategy

Culture, Employee, Employee Experience, HR, Human Resource, Leadership, Performance Cycle, Strategy

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Do you still doubt if the Purpose Economy is a fact? Just go to a mall and see which companies are new and successful and who don’t exist anymore. The purpose economy is there and should be an absolute key topic of every Strategic HR plan. More than ever, it’s time for HR leaders to think market-oriented and close the gap…

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Customer Experience NPS Net Promoter Score

4 Steps to Strengthen Customer Experience

January 20, 2017

Matthew Harrington

Customer Experience, Reverse Thinking

customer experience, Detractors, Engagement, Gallup, Harvard Business Review, Leadership, Net Promoter Score, NPS, Passives, Promoters, Satisfaction

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It’s 1974, and a man walks into a store in Anchorage, Alaska. He has the intention of returning a set of car tires he purchased at that location. One important detail is that the tire store no longer exists. The tire store was sold and Nordstrom’s fashion retailer moved in. Nordstrom does not sell tires, they specify in shoes and…

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