OPERATIONS

Foot Locker taps LightHaus to measure customer traffic, shopping behavior

BY Staff Writer

Vancouver — LightHaus announced that Foot Locker has deployed the LightHaus Visual Customer Intelligence (VCI) solution to measure customer traffic and sales conversion rates at all of its Champs Sports stores in the U.S. and Canada, as well as its Foot Locker Canada stores. The chain is adopting LightHaus VCI in stores in the U.S., Canada, Europe, and Australia.

“At Foot Locker, we know that the key to becoming the leading global retailer of athletically inspired shoes and apparel is our sustained focus on our customers,” said Dick Johnson, COO, Foot Locker, Inc. “We are deploying LightHaus VCI across our banners because it gives us reliable customer traffic data that we can use in our drive to improve productivity. LightHaus goes beyond traffic measurement though, as it helps us understand how our customers engage with us in our stores. We’re looking forward to bringing more stores onto the LightHaus VCI system and using this new in-store data to fine tune our operations.”

By integrating LightHaus VCI traffic data with its workforce management application, Foot Locker can schedule its staff based on the sales opportunity — the number of customers in the store — to ensure it has the right employees in the right place at the right time. In addition, Foot Locker can report daily conversion rates to help store managers improve sales productivity. The retailer is also using the LightHaus VCI system to test the effectiveness of new store layouts, merchandising concepts, and marketing campaigns.

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Chick-fil-A selects Envysion as video provider

BY Staff Writer

Louisville, Colo. — Envysion, Inc., the leading Managed Video as a Service (MVaaS) provider, announced that Chick-fil-A has selected Envysion as a video provider. Chick-fil-A, a leading quick-service chicken restaurant with more than 1,600 locations in the United States, will use Envysion to improve operations, training and customer service.

"At Chick-fil-A, we are always focused on improving quality and customer service. Using Envysion, we are able to track and review key indicators of customer service performance, such as discounting or speed of service," says Alex Doverspike, director of financial return at Chick-fil-A. "The insights from Envysion have enabled us to improve operating procedures and employee training, enhance individual accountability to customer service and provide the utmost customer experience to our guests."

Envysion’s video-driven business intelligence integrates video with point-of-sale data to give Chick-fil-A remote access to daily restaurant operations. Using Envysion’s custom reports, Chick-fil-A operators can quickly identify and remedy training gaps that impact the guest experience. For example, employees who have excessive POS corrections, such as cleared items or deleted transactions, may need additional coaching or training on the cash register. Chick-fil-A operators also use the Envysion solution to optimize staffing to balance workforce efficiency with customer experience goals, resulting in optimal customer service and reduced labor costs.

"We are excited to partner with Chick-fil-A and deliver a video-driven business intelligence solution that supports their commitment to operational excellence and superior customer service," says Matt Steinfort, president and CEO of Envysion.

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Holiday hiring frenzy arrives at Macy’s

BY CSA STAFF

CINCINNATI — Macy’s Inc. joined the ranks of other retailers that have already announced plans to boost store staff during the holiday season.

The company said it plans to hire approximately 80,000 seasonal associates for its Macy’s and Bloomingdale’s stores, call centers, distribution centers and online fulfillment centers nationwide for the 2012 holiday season. This is an increase of about 2.5% from last year.

"Macy’s traditionally implements one of the most robust holiday hiring programs in American retailing, and that will be the case again in 2012. Hiring additional associates for holidays ensures that our customers are well-served in this busy shopping period – both on the sales floor and behind the scenes," said Terry J. Lundgren, Macy’s Inc. chairman, president and chief executive officer. "Moreover, our seasonal positions help a wide range of Americans earn extra money. In many cases, these are students working to help pay tuition, retirees seeking to remain
active and individuals wanting to supplement their income."

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