Magazine Article | September 19, 2014

Guitar Center And The HCM Experience Differentiator

Source: Innovative Retail Technologies
Matt Pillar

By Matt Pillar, senior executive editor, Innovative Retail Technologies

October 2014 Integrated Solutions For Retailers

Human capital management (HCM) helps Guitar Center ensure its 11,000 associates are contributing to the company’s $2.1-billion-and-rising annual sales.

A recent BIGinsight Monthly Consumer Survey outlined the top four consumer complaints about the retail experience, and the findings might surprise you. Not out-of-stocks, nor fulfillment speed, nor price made the top of the list. Store location wasn’t mentioned. Nor was store layout or aesthetic.

What are the consumer’s top four reasons for dissatisfaction? They all point unanimously at your associates. Rude employees, those who don’t seem to care about their customers, unhelpful in-store staff, and poorly staffed service areas — in that order — topped the list of causes for customer dissatisfaction.