A recent article by CEO World reports that 90% of organizations believe employee engagement affects their business’s success. And despite technology’s increasing role in the shopping experience, a survey by PwC highlights that 82% of American consumers say they’re still influenced by the people they interact with in stores.
For brick-and-mortar retailers, these stats are telling: With more shopping options available to consumers than ever before, brick-and-mortar retailers need to master the in-person customer experience to stay competitive. And customer experience, in turn, is inextricably linked with the employee experience.
In order to help customers, then, retailers should first focus on increasing engagement among their frontline store employees.
Here are a few best practices for building a more engaged team that can improve the customer experience and boost sales.
Communications expert Chuck Gose advises, “The employee experience defines the customer experience.” The numbers confirm it: Companies with engaged teams make approximately 2.5 times the revenue of those that don’t prioritize employee engagement.
Setting up your people for success involves providing them with robust communication tools. That way, they can understand company strategy as well as their role in accomplishing it; ask questions and give feedback; and share team accomplishments. Zipline’s store communication solution can do all of those things and more.
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