Customer experience has been the name of the game for quite some time. “It’s all about the customer experience!” has been the battle cry of businesses across a wide spectrum of industries, and perhaps most notably in retail. And we absolutely agree. The technologies and solutions you employ should be designed with an eye toward your customers and the experience they have navigating your store or facility environment, and especially your queues.
But customer experience is ALSO about the store associate experience. Why? Because when you empower store associates (or any service employee for that matter) to be more efficient, productive, and engaging with customers, you can immediately impact the customer experience.
So, how can store associates become more empowered in terms of service delivery? Here are some ideas: