Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Where retail staff love to work

Blog
20th February 2018

The Webhelp team will be attending the Retail Week Live event in London on March 7th and 8th. A panel session on the opening day titled ‘Where retail staff love to work’ and featuring brands such as Ikea and Oliver Bonas really caught my eye because it focuses directly retail employees.

Employee engagement is critical in retail, just as it is in the wider customer service environment, but according to the 2017 Gallup Global Workplace survey many companies just pay lip service to ensuring their employees are happy at work. The research found that 87% of organisations say that employee engagement is one of their top priorities yet just 15% of employees report that they are actually engaged in the workplace.

How can these figures be so disconnected when executives say this is a priority? In many cases, it is because companies are not connecting what their people do with the processes and technologies they use. Automation is a good example. On the surface some automation programmes promise to reduce costs and reduce customer effort – it must be a good thing. However, if your customers no longer talk to your employees then that can reduce the opportunities to really engage and raise service levels from adequate to excellent.

The Harvard Business Review recently published research on this topic, identifying several specific parts of the customer service process that should never be automated because doing so reduces the quality of the customer experience. HBR cited Domino’s pizza as a good example of a company that is using technology to streamline operations, but at the same time increasing the bond between the brand and the customer. For example, their pizza tracker system allows customers to order a pizza without engaging with a human, however the app allows the customer to directly engage with the person making, cooking, and delivering their pizza. It’s created automation in one area of the relationship and yet the connection is stronger elsewhere.

In retail and customer service generally, employee engagement is critical. Companies cannot just pay lip service to this in their annual report and not actually engage with their team. The difference between a frontline retail employee who is just punching the clock and counting down the minutes and one who enjoys helping customers is enough for a brand to be actively losing customers with each engagement.

However, care should be taken. A recent feature in Forbes magazine outlines how some managers approach employee engagement by surveying the team and formulating an action plan. It often takes six months just to analyse the survey and then even longer to create an action plan. You can’t spend a year thinking about how your employees should be engaged with their employer and customers – they will be gone. This has to be a cultural shift, ensuring that your team is engaged because they like what they are doing.

I’m looking forward to continuing this discussion on employee engagement at Retail Week Live. If you plan to be there then please say hello to the Webhelp team and if you have any thoughts on this subject then please leave a comment here, or get in touch on LinkedIn.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
2019: Thought’s on what’s in store

What’s Ahead for CX in 2019? David Turner recently outlined his thoughts on 2018, in particular the recent highlights for Webhelp and some of his ideas on the road ahead for customer experience in 2019. I also want to look ahead to 2019, but taking a slightly different angle to the usual ‘top trends to look out for’ as featured in many business journals. At present, most of the...

News
Webhelp and SKY make it a hat trick of awards

London, UK, 30/11/2018 Global customer experience expert, Webhelp, and leading telecommunications provider, Sky, were celebrating again after taking home the award for Best Outsourced Contact Centre at the European Contact Centre and Customer Service Awards, which took place in London on 27th...

News
WEBHELP AND VODAFONE UK WIN ‘EXCELLENCE IN BUSINESS OUTSOURCING COLLABORATION’ AWARD AT 2018 CCA AWARDS

London, UK, 29/11/2018 Global customer experience expert, Webhelp, and leading telecommunication company, Vodafone UK, scooped up the award for Excellence in Business Outsourcing Collaboration at the CCA Excellence Awards, held at the Hilton in Glasgow, Nov 15th. Having successfully worked...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook