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 storesHow emotional experience is tied to dwell time and basket sizeThe downside of forced kindness as emotional laborThe 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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