The Measurement Minute by Gary Angel

Unlike the Call-Center, there’s no easy way to classify what kind of interaction an Associate had with a shopper on the floor. That means we have to rely on behavioral classification for analysis. Fortunately, it’s relatively easy to distinguish between the most basic types of shopper and Associate interaction. This Measurement Minute describes a four-level classification of interactions that will serve as a general model for most stores and that can provide significant analytic richness to interaction measurement.