When it comes to driving repeat purchases in retail, customer experience is just as important as price, if not more so. With your employees at the forefront, bringing positive or not-so-positive experiences to your customers, it's important for retail leaders to work with a highly engaged team. Get the fast facts and learn how disengaged employees affect consumers and what you can do to improve engagement levels.
Fact 1: Disengaged employees fire customers
The retail industry saw 28% of global consumers switch due to poor customer service in 2013, compared to 22% in 2012.
Ouch! As if the economy and changing consumer tastes weren’t enough, retailers and brands are now losing loyal customers due to poor service. And that’s not all. Of all industries, retail has had the highest percentage of consumers who switch due to poor customer experiences. How can you engage your employees and empower them to deliver exceptional service?
- Be transparent: Help employees understand how consumer interactions affect the bottom line.
- Timely recognition: Give your employees kudos on-the-spot when they provide excellent service.
- Utilize feedback: Allow your customers to give feedback and share it with your employees.
Fact 2: Disengaged employees call in “sick”
A decrease of only 10% in employee absence could produce a 1-2% savings in payroll costs.
Absenteeism isn’t just a nightmare for logistical reasons, it’s also a symptom of unengaged employees. Employees who aren't motivated to come to work are probably not delivering exceptional service when they're in attendance. Here are several ways to beat absenteeism:
- Improve the culture: Create a positive environment where employees feel excited to come to work.
- Create alignment: Get employees in sync with the organization’s objectives so they understand how they contribute to the business.
- Use peer-to-peer recognition: It’s great to get feedback from the top down, but peer to peer recognition is a powerful tool as well.
Fact 3: Disengaged employees will leave your company
More than 50% of disengaged retail employees are planning to switch jobs in the next year, versus 10% of engaged employees.
High retention rates are indicative of engaged employees. Engaged employees are putting your customers first and ultimately driving the bottom line. Consider practices that your business could adopt to help boost retention rates and keep business booming.
- Engage employees: Practice recognition when employees meet a business objective.
- Develop a recognition rhythm: Get all of your employees in the habit of recognizing each other on a regular basis.
- Evolve your engagement strategy: Ditch antiquated ways of rewarding employees and use positive and timely feedback.
Learn more about how your business can improve the customer experience by engaging employees. Download our white paper, "The True Cost of Employee Disengagement ."