Recent events have left us with many questions and worries. Uncertainty is on the horizon and it is most definitely stressful, and perhaps, a little frightening. This worry is doubled for most retailers. Today’s retail environment is more fundamental; With customers’ worries about when, where, and how to purchase products, retailers must align with that behaviour on the fulfilment side. Likewise, they should still maintain focus on encouraging seamless interactions.
While a customer’s ultimate goal with regards to chopping is to secure a product, a positive experience can certainly put their mind at ease. Moreover, only retailers that provide exceptional service and experiences will encourage customers to feel comfortable visiting stores again and ensure long-term loyalty. While many businesses are well aware of this shifting concern, they are not necessarily doing enough to ensure exceptional service.
Resolving this issue requires a sense of collaboration and cooperation across verticals. For example, 86 person of individuals from companies that landed on Fortune‘s “100 Best Companies to Work For” in 2019 said they could count on each other, and 91 person expressed forming bonds with co-workers. While many business leaders often encourage employees to focus on their core jobs, retailers may find that improving internal teamwork between disparate departments can close shopper experience gaps.
Label each worker’s role as necessary and explain why. If you firmly believe that all employees contribute to the success of your retail business, let them know. The more transparent you are with your communication on what each team or individual does, the more likely that every employee will begin to see each other as vital colleagues.
This way, teams will begin to naturally work together over time; as they begin to recognise that the failure of one area can have a ripple effect that will be felt in another. It is also important to offer recognition to workers in all roles. More often than not, managers get caught up in touting the achievements of only frontline personnel. However, all employees deserve to be celebrated. The customer experience can be boosted significantly if a company espouses the hard work of employees to toil behind the scenes.
