In this week’s episode of Modern Work Mondays, SYNQ Technology CEO Nolan Wheeler and Microsoft’s Jeff Strasser tackle a common retail challenge: when in-store communication tools fail to deliver, both customers and retailers lose out.

Let’s dive into the key takeaways from their discussion about call buttons, accountability, and the transformative power of data in the retail space.

The cost of missed opportunities

Many retailers rely on in-store communication tools to provide assistance and enhance the customer experience. But what happens when the tools fail? Missed assistance, long wait times, or lack of follow-up often leave customers frustrated—and sales untapped.

Without systems that provide accountability and track service gaps, these missed moments go unnoticed. Unlike online shopping, where abandoned carts and incomplete transactions generate actionable data, many in-store issues are not captured, leaving retailers unaware of lost revenue and damaged customer trust.

Turning failures into insights

Nolan and Jeff emphasize the need for in-store tools that do more than notify staff—they must also escalate issues, ensure accountability, and capture data on service interactions. This data is crucial for identifying bottlenecks and creating systems that empower frontline workers to deliver exceptional service.

With the right processes and technology, retailers can turn breakdowns into opportunities, driving long-term loyalty and increased sales.

Watch the full episode here: