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Tim Waterton [https://www.linkedin.com/in/timrwaterton/], CRO at HappyOrNot [https://www.happy-or-not.com/], shares how their iconic smiley face terminals pioneered the micro-feedback approach that has collected over 2 billion pieces of customer feedback across 4,000 brands in 100+ countries. Their in-the-moment data collection method delivers higher response rates and more actionable insights than traditional surveys.

• HappyOrNot started with simple four-button terminals and has evolved to include tablet kiosks, digital options, and intelligent signage
• Real-time alerts notify staff when customer satisfaction drops, enabling immediate operational intervention rather than just retrospective insights
• Micro-feedback approach uses emoji responses followed by maximum 1-2 follow-up questions, making it accessible and easy
• Customers frequently provide positive verbatim feedback that identifies and recognizes excellent staff performance
• Terminals placed at strategic points (like high-margin specialty counters) help protect revenue while improving experience
• The system is designed for easy self-management with pre-configured devices that require minimal setup
• AI applications include verbatim analysis, sentiment categorization, and correlation with sales, staffing and foot traffic
• Future developments will enable organizations to interrogate connected data sources through conversational AI agents






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The Power of Micro-Feedback: How HappyOrNot Transforms Customer Experience

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Productivity specialist Ed unveils the science behind different types of studies that transform raw data into powerful insights for businesses seeking to optimise their operations.

• Activity studies break processes into elemental detail, identifying best practices and opportunities for simplification
• Efficiency studies use rated activity sampling to categorise tasks as value-add, essential non-value add, or non-value add
• Role studies follow specialists throughout their shift to determine how effectively their time is used
• MTM studies break movements down to microscopic detail with predetermined time values, ideal for revealing small improvements
• The right study depends on client needs, existing process knowledge, and desired outcomes
• Successful studies require proper timing, representative sampling, inquisitive analysts, and thorough scoping
• Real productivity insights often come from the frontline colleagues themselves during observation




#theproductivityexperts
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Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
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ReThink Revealed - Ep4. Measure What Matters: The Techniques Powering ReThink’s Insights - Ed

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Diane Wehrle [https://www.linkedin.com/in/diane-wehrle-sfipm-38780310/] CEO at Rendle Intelligence and Insights joins Simon for their monthly chat about footfall trends. The retail landscape continues to face challenges as May's data reveals decreased footfall and consumer spending across most sectors, with fashion retail experiencing a particularly steep decline of 3.6% year-on-year.

• High street footfall down 2.5% with only retail parks showing a minimal increase of 0.2%
• Overall spending in high streets down 1.8% year-on-year, worse than last May's 0.6% decline
• Non-food retail sales dropped by 1.1% despite overall sales increasing by 1%
• Fashion retail continues its two-year decline, dropping 3.6% in May
• General retail, previously performing well, has now slipped to 0.7% down
• Post-pandemic work patterns have fundamentally changed clothing needs with many consumers now maintaining just one wardrobe instead of separate work and casual wardrobes
• Clothing and footwear experiencing deflation of 0.3% due to heavy discounting
• Economic uncertainty and global geopolitical tensions contributing to consumer caution
• Retailers shifting focus to increasing average transaction value rather than acquiring new customers
• Creative marketing approaches including collaborations and limited editions becoming more important for driving sales

#theproductivityexperts
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Find us in the Top 50 Productivity Podcasts [https://blog.feedspot.com/productivity_podcasts/]
Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
Follow ReThink [https://www.linkedin.com/company/2271724/] on LinkedIn




Footfall Insights June 2025

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Sue [https://www.linkedin.com/in/suehedaux1/] and Simon [https://www.linkedin.com/in/simonhedaux/] explore key retail trends reshaping operations: loyalty-based deep discounts, data-driven opening hours optimization, and the challenges of tech fragmentation for managers. Each trend reveals how retailers are balancing cost pressures with customer experience in an increasingly complex operational landscape. 

• Loyalty programs now offering "deep cuts" exclusively to members rather than broad price reductions
• Promotional displays featuring loyalty prices create inventory management challenges when offers end
• Data science and AI replacing gut-feel decisions about when to open and close
• Managers struggling with fragmented technology, often needing to access five different systems for daily KPIs

Join us for our 10th Productivity Forum on 11th September at Birmingham International Conference Centre. With over 150 registered attendees, innovation showcases, speakers, panels, and networking opportunities, it promises to be our biggest and best event yet.




#theproductivityexperts
Register for the 2025 Productivity Forum [https://rethinkproductivity.co.uk/productivity-forum/]
Find us in the Top 50 Productivity Podcasts [https://blog.feedspot.com/productivity_podcasts/]
Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
Follow ReThink [https://www.linkedin.com/company/2271724/] on LinkedIn




Key Retail Trends 2025

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Gail, Rethink's Project Coordination Manager, reveals the secrets behind planning and delivering successful productivity projects across diverse industries and time zones.

• Communication, proven planning processes, and a professional team of work-study engineers are Gail's "secret weapons" for keeping projects on track
• Project setup involves three key steps: initial planning with clients, detailed scheduling, and ongoing support throughout the project
• ReThink adapts its core project planning principles across industries from retail and hospitality to pharmacies and cruise ships
• Matching analysts to projects considers previous experience, industry knowledge and geographical location
• Client collaboration is crucial - quality setup conversations, clear communication channels and briefing on-site teams ensures smooth project delivery




#theproductivityexperts
Register for the 2025 Productivity Forum [https://rethinkproductivity.co.uk/productivity-forum/]
Find us in the Top 50 Productivity Podcasts [https://blog.feedspot.com/productivity_podcasts/]
Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
Follow ReThink [https://www.linkedin.com/company/2271724/] on LinkedIn




ReThink Revealed - Ep3. Planning the Ultimate Work Study - Gail

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Diane Wehrle [https://www.linkedin.com/in/diane-wehrle-sfipm-38780310/] CEO at Rendle Intelligence and Insights joins Simon for their monthly chat about footfall trends and shopping behaviours from March to April 2025. Consumer confidence has taken a hit as Easter trading results reveal ongoing caution, with the GFK Index dropping from -19 in March to -23 in April 2025. Despite footfall increasing by 7.2% in April year-on-year, the combined March-April period showed minimal growth of just 0.2% when accounting for Easter timing differences.

• Consumer confidence dropped across most age groups except 25-34 year olds
• Retail parks saw 2.7% footfall increase while shopping centres declined by 0.7%
• High street sales dropped 2.2% over the March-April period
• Fashion sales down 5% in the first four months of 2025
• Clothing and footwear prices decreased 0.4% in April, suggesting retailer discounting
• Overall inflation rose to 3.5%, driven by housing, utilities and communication costs
• National Living Wage and NI increases took effect end of April, adding pressure to retailers
• Recent cyber attacks on retailers highlight security vulnerabilities and potential additional costs
• PWC research suggests declining consumer sentiment typically precedes behavioural changes by six months




#theproductivityexperts
Register for the 2025 Productivity Forum [https://rethinkproductivity.co.uk/productivity-forum/]
Find us in the Top 50 Productivity Podcasts [https://blog.feedspot.com/productivity_podcasts/]
Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
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Footfall Insights May 2025

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Discover the intricate costs associated with employee turnover and how they impact your business. Join us as we dive deep into the hidden implications and strategies for retention with Helen Seale [https://www.linkedin.com/in/helen-seale-1b26b2b/] founding partner at WH People [https://wh-people.com/]

• Understanding the alarming rise in post-pandemic turnover rates
• Exploring the hidden costs beyond recruitment
• The importance of effective training and onboarding for new employees
• Strategies for creating a more engaging workplace culture
• The role of leadership in employee retention






#theproductivityexperts
Register for the 2025 Productivity Forum [https://rethinkproductivity.co.uk/productivity-forum/]
Find us in the Top 50 Productivity Podcasts [https://blog.feedspot.com/productivity_podcasts/]
Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
Follow ReThink [https://www.linkedin.com/company/2271724/] on LinkedIn




Insights from WH People: The Hidden Cost Of Labour Turnover

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Simon Hedaux, co-founder of Rethink Productivity, shares his expertise on implementing simple, actionable solutions to common workplace productivity challenges. Drawing from over 20 years of experience from the shop floor to productivity consultancy, Simon reveals how businesses can achieve quick wins through data-driven insights and practical process improvements.

 * Understanding business operations through accurate, up-to-date data is fundamental to productivity improvement
 * Small changes like optimising stock placement or redesigning store layouts can yield significant efficiency gains
 * A retailer saved over £500,000 annually by simply redesigning till receipts
 * Future productivity advances will focus on "intelligent stock" using video analytics and smart technologies
 * The right work must be done by the right role at the right cost - expensive leaders shouldn't be performing basic tasks
 * Productivity improvement is an ongoing process, not a one-time project

Listen to Episode 2 and Discover the People Powering Productivity.





#theproductivityexperts
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Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
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ReThink Revealed - Ep2. Productivity Quick Wins - Simon

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Focusing on the fundamental aspects of successful tech implementations, we explore the importance of team composition, data readiness, and fostering change within organizations with Paul Karnowski [https://www.linkedin.com/in/paul-karnowski/] founding partner at WH People [https://wh-people.com/]

• Importance of having a dedicated project manager
• Effective data preparation is crucial for success
• Need for quick decision-making and transparency
• Emphasising collaboration between vendors and internal teams
• Cultivating an organisational culture that embraces change

#theproductivityexperts
Register for the 2025 Productivity Forum [https://rethinkproductivity.co.uk/productivity-forum/]
Find us in the Top 50 Productivity Podcasts [https://blog.feedspot.com/productivity_podcasts/]
Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
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Insights from WH People: Mastering Tech Project Success

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Creating a vibrant workplace culture is essential for driving employee engagement and business success. Wendy Muirhead [https://www.linkedin.com/in/wendymuirhead0980/] founding partner at WH People [https://wh-people.com/] discusses the interplay between culture, visibility, and technology, emphasising the need for organisations to invest in their people while simplifying processes through effective Workforce Management (WFM).

• Exploration of workplace culture’s impact on engagement 
• Wendy’s journey in establishing WH People 
• The role of leadership in cultivating organizational culture 
• Challenges of maintaining culture in larger businesses 
• Importance of communication and clarity of vision 
• Benefits of Workforce Management technology 
• AI’s influence on Workforce Management and employee engagement 
• Interrelation between culture, productivity, and retention 
• Investment in people as a strategic business imperative

#theproductivityexperts
Register for the 2025 Productivity Forum [https://rethinkproductivity.co.uk/productivity-forum/]
Find us in the Top 50 Productivity Podcasts [https://blog.feedspot.com/productivity_podcasts/]
Connect to Simon [https://www.linkedin.com/in/simonhedaux/] on LinkedIn
Follow ReThink [https://www.linkedin.com/company/2271724/] on LinkedIn




Insights from WH People: Transforming Workplace Culture and Engagement with Technology

Simon Hedaux from ReThink Productivity reveals his Retail and Hospitality productivity and efficiency strategies with help from clients, partners, and the ReThink team, so you can be ahead of the curve with your own business. Discover how you can measure, track and develop productivity. It's a mix of interviews and special co-hosts you're not going to want to miss

Simon hedaux

Shows