The Business of Being Nice
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The Business of Being Nice
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About this listen
Being nice used to be natural. Now it’s a KPI.
In this episode of Operations Unfiltered, I break down how retailers are turning kindness into a business strategy this holiday season—from scripted smiles to Target’s “10-4 Rule.” With staffing shortages, inflation stress, and declining foot traffic, brands are operationalizing friendliness to drive engagement, loyalty, and sales.
Through my marketing operations lens, I explore:
- Why niceness is being mandated in stores
- How emotional experience is tied to dwell time and basket size
- The downside of forced kindness as emotional labor
- The big question: if niceness is required, is it still genuine?
This episode is part process design, part behavioral economics, and part real-life retail empathy. Because while companies may optimize kindness, the people doing the work are still human.
So as you shop this season, I’m leaving you with one takeaway: extend grace.
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