Improving the Service Industry
Zeynep Ton Keynotes - The Zeynep Ton talk on creating good jobs in the service and retail industry discusses ways...
The first transformative move is to invest in people. This means designing jobs for employees to succeed, rather than having them be a robot who fills a position. Retailers should choose to offer less products, which reduces costs and also allows employees to familiarize themselves with inventory and offer better customer service. Cross-training opportunities should be available to employees, and management should also operate with slack.