Catherine Hartmann is senior consultant in Towers Watson’s Southern California Compensation practice focusing on analyzing and designing total reward strategies, developing global/national job and salary structures, building compensation and performance management programs, and conducting employee research.
Her over 18 years of human resource consulting experience include assignments for Fortune 1000 organizations including organizations in the retail, energy and utility, pharmaceutical, finance/banking, technology, and entertainment industries. Additionally, Catherine has also worked with a number of hospitals and health care networks, higher education institutions and public sector organizations.
Prior to re-joining Towers Watson in 2013, Catherine was a principal at another major consulting firm in Los Angeles. Previously, she was a consultant at Towers Watson in Philadelphia, where she advised in the areas of compensation, performance management, and pay delivery programs.
Catherine holds a B.A. in sociology from Villanova University and is a member of WorldatWork, the Los Angeles Compensation & Benefits Association (LACABA) and the Society for Human Resource Management (SHRM), as well as being a Certified Compensation Professional (CCP). In the course of Catherine’s career, she has also been quoted as an industry expert many times, including by both Money magazine and CNN.
Monday, September 28, 2015
To the drawing board! These loose, intimate sessions are designed to get creativity flowing in two energizing 45-minute sessions facilitated by industry veterans. Taking full advantage of the CGA Strategic Conference’s diverse audience, these groups are organized by area of interest.
Making Retail Dance: Employees Make the Difference
Even with today’s technology advances, most shoppers still buy their goods within the four walls of a store and a company’s brand identity is a key factor in their buying decisions. Recently, however, satisfaction has been declining among brick-and-mortar shoppers. The challenge for retail organizations is clear: How do you improve performance in the brick-and-mortar environment and give your customer satisfaction a boost? How do you translate your external brand into an internal employment culture that attracts, engages and retains key talent?
Ultimately, it’s your employees that shape the customer experience — from how well the store is organized to the efficiency of checkout. Employees can make the difference between a customer calling your shop their “go-to grocery store” or looking elsewhere for their shopping needs.
In this Whiteboard Session, Towers Watson will discuss the three aspects of the employee experience that consistently predict store-level business results: passion for service, sustainable engagement and work-team organization. Engagement — the bond between employees and employer — is measured by employees’ buy-in to goals and objectives, pride in organizational membership and willingness to go the extra mile to support success. Additionally, companies must also address factors that enable and energize employees – creating excitement about coming to work and positioning them to succeed. Companies that score higher on these attributes have greater sales, less employee turnover and lower rates of absenteeism. All of which lead to happier customers.
Come discuss ways to apply these findings to your company and instill a strong sense of sustainable engagement and passion for superior customer service in your employees.