Retail Touchpoints Connected Consumer Series

Preparing for What’s Next in Retail: Ensuring Your Frontline Associates Are Ready for Anything


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Retailers are understandably focused on the near term as they scramble to deal with the impact of COVID-19, but it will also be important to prepare for what comes after we emerge from these uncertain times. The retailers that spend time now rethinking key elements of their business—from their basic value propositions to their corporate culture—will be best positioned to hit the ground running when the new retail environment emerges.

Associate training and ongoing education will remain critical during every phase of this process—even for workers who are temporarily idled during the crisis. When consumers return to retail stores, they will be hungry for social interactions and, more than ever, will want to feel they are being taken care of during the shopping experience. This will require associates who have been given the tools, techniques and training to provide this, along with the sensitivity to handle unforeseen issues as they come up.

Now more than ever, short, “bite-sized” daily training sessions can provide the information (and motivation) associates will need, particularly when the instruction can be tailored to the person’s role and targeted to their particular strengths and needs.

This webinar will feature Bob Phibbs, CEO of The Retail Doctor, and Carol Leaman, President and CEO of Axonify, in conversation with Retail TouchPoints Editor Adam Blair. They will discuss:

  • How retailers can best prepare associates for the new environment that will inevitably exist in the future
  • How daily training can improve the entire organization’s agility during disruptive times
  • How to make the case for training’s importance even during challenging times

Presenter details


CEO, The Retail Doctor

Carol Leaman


President and CEO, Axonify

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