What's Getting In The Way Of A Good Retail Customer Experience?

by John Orr,  senior vice president of retail strategy and execution, Ceridian HCM

Companies in the retail sector are always looking for ways to improve the customer experience and give their patrons more of what they want – low prices, good service and transactions that go off without a hitch. In an effort to improve their sales initiatives, businesses can turn to workforce management tools as a way to analyze their approach and find ways it can improve.

Improving service is a large piece of this puzzle. According to survey data from Retail Systems Research, 82 percent of business leaders in the retail industry say that improving customer service skills among their workforce has become more important to them in the last three years. Only 2 percent say it’s become less important. Unfortunately, delivering customer service is easier said than done, as service priorities vary wildly across different types of retailers. Often, working with customers requires advanced knowledge and specialized skills.

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