The paradox of “customer first”
Especially in times of crisis, it’s all about is putting the employee first. Recognise and reward your store teams for their super-human responses in the face of crisis. Review attendance and sick-pay policies.
A better way of embracing customer loyalty
Understand that employees are the best loyalty-building team. They are members of the community, reflecting the values of their neighbours, speaking for their friends and families, and serving as the voice of your company back to the community. Retailers must think about growing employee loyalty to grow customer loyalty. Winning customer loyalty begins with helpful, well-trained and motivated employees.
More than ever, it’s about the retail basics
Getting back to a solid basic level of service and dealing with demand is paramount. Stock shelves with the most important items, continuity of supply is all that matters. Hard decisions need to be made to peel back the shopping experience to the most simple offer to enable staff to get the basics done. This means trade-offs with a long list of activities to be paused in store to make employees lives easier.