The Employee Experience Impacts the Customer Experience
The number one question in retail is how to improve the customer experience in the store.
After numerous tests with a wide range of consumer-facing technologies, retailers are turning their focus to the employee experience.
Many retailers have found that the most effective way to improve customer experience is to increase and enhance employee engagement. In today's market, the role of the employee has expanded from an operational role to include a marketing role as a brand ambassador.
As disruptive companies such as Amazon and Uber have substantially elevated customer expectations, employee engagement has become a critical success factor. Retailers need to effectively, frequently, and digitally engage with their employees in order to achieve not only a high level of operational performance, but to also achieve an outstanding level of employee satisfaction.
The customer experience will never exceed the employee experience. Retailers must leverage every available and innovative method to catalyze their relationship with their employees.