Realize when you are focusing too much on one part of the equation and doing a disservice to the other the other.
Customer experience and employee engagement are both important aspects of your business model, and it's a strategic process to achieve the right balance between them. Jon Souzis, strategic advisor in Kronos Advisory Services, joined us on the Working Smarter Café podcast to talk about how retailers can balance delivering a positive employee experience along with outstanding customer service.
Here’s a sneak peek of our conversation. You’ll learn:
- The importance of balancing employee and customer needs
- How to recognize if your model is skewed toward your employees or your customers
- How to strike a healthy balance and the benefits that come from doing so
If you sacrifice your customer experience for your employees, you’re going to be hurting. But on the flip-flop side, if you sacrifice employee engagement for the customer experience, you’re going to have a higher turnover and you’re going to be struggling to continue to hire people over and over and over again. You have to find that balance for your business.
For more retail-related thought leadership content from the Advisory Services team, check out the retail content library on Kronos.com. Existing Kronos customers can also connect with Jon or other Advisory Services team members by joining the Kronos Community group titled Global Best Practices - RET/HOSP/FS.
Look for more podcasts with retail Advisory Services experts in the next few months. Up next:
- How the intersection of millennials and technology is reshaping the retail landscape