Culture | Customer experience is key but employee experience is critical

In retail, customer experience is key. On the shop floor, in the back office, in the warehouse and on social media, customer experience is everything. But what’s the biggest contributor to customer experience? Your employees.

Whether they’re facing customers, facilitating orders, coding website copy, or replying to a question on twitter, employees are behind every customer interaction.

So why isn’t more focus being placed on employee experience in retail?

In every industry, employee experience has a direct impact on commercial results. It’s well documented that happy, healthy and engaged employees are better for business, and in recent years we’ve seen a huge shift in how forward-thinking organisations approach performance and productivity, by recognising their employees as individuals and not a statistic.