A 2013 research study of the 50 happiest companies in the US, conducted by CareerBliss.com, didn’t feature a single retail company. A 2016 survey by Korn Ferry warned against the rising retail turnover rates at 65%, the highest rate since the Great Recession. A study by Manpower Group revealed that 74% of retail associates check job listings while on the clock at their current job. And only last year, LinkedIn reported a massive drop in the number of people who identified themselves as retail associates. How can empowering employees make an impact, you ask?
From personal conversations with retailers, I know how much the overall job satisfaction and employee engagement affects a person’s desire to remain working at the current job. I also know how little of both retailers find among their staff.
Many of our clients have told me tales of struggling with apathy among associates. Some of them even admit to having employees who find no joy in work. Unfortunately, such a situation affects more than staff retention.
As Eric Feinberg of ForeSee outlined at the 2016 National Retail Foundation’s conference:
“Employee engagement is a critical link to better customer experience. The main factors that influence retail employee engagement are receiving recognition from supervisors […] And not surprisingly, one of the three main elements that impact customer satisfaction is the service they receive from store employees.” (source)
But how does the retail culture crisis manifest itself on the retail floor, specifically? Let’s take a closer look.
Sadly, as more retailers realize these problems, only a few recognize the power the right technology plays in overcoming them.
Employee empowerment gives staff the power to deal with customer demands in-the-moment, and act on their initiative. Companies also instill a feeling of trust in their staff and communicate its belief in their competence. But it also holds them responsible and accountable for the outcomes of their actions.
A critical factor in empowering employees is giving associates the skills and authority, but also, the necessary resources.
That’s where technology can help.
Giving every associate access to the high-value product with low cost, trackable, and customizable RFID keys, for example,
Even the simple act of handing over the access rights to goods will restore trust between associates and management all while eliminating the cost of rekeying locks and eradicating other problems that result from key sharing.
Employee mobile apps help associates execute tasks effectively and with less effort, leading to them working smarter, rather than harder, and finding more joy from the experience.
Such apps could also provide on-demand information and training, allowing employees to access the necessary help when needed and more.
The success of such empowerment relies on having the right technology.
Many vendors bill their technologies and apps as smart all while most of them lack instant reporting capability. Although helpful in other instances, apps without real-time information leave management to deal with issues only after the fact.
IoT tools such as the MTI Connect™ Platform, on the other hand, provide instantaneous, real-time communication, bringing hardware, software and the people together to provide an incredible experience for both customers and your staff.
Here are just some examples of how:
Are you wondering how to leverage technology by empowering employees to improve the customer experience? Find out more about MTI Connect.