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Why Leading Retailers and Service Industries Invest in Company Communications

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When you are in the business of retail or service, customer experience is critical. Store clerks, waitresses, doormen at hotels - all of these team members are responsible for providing a positive experience on behalf of your organization. When customers walk into your establishment, they look to these individuals as representatives of your company. They become an extension of your brand and hold the keys to repeat business. You can implement all the standard training and management you want, but at the end of the day, you're relying on their own drive to carry out the sale of a dress or provide a high quality dining experience. Gallup estimates that there are 22 million actively disengaged employees costing the economy as much as $350 billion dollars per year in lost productivity. The challenge is that some employees at this level may have little connection to the company. They simply clock in and clock out, with no regard to where the business is going, what new information is worth sharing, and how they can be better at their jobs. Employee's dont visit a break room to read the bulletin board - so there's little opportunity to con- nect with them, which can result in a lowered sense of connection and loyalty. Communication teams like to refer to this as "employee engagement," but at its core - it's productivity and output. A disconnected employee can slow growth, damage culture, and cost you money. And if you add up all the employees in your organization, the result of under-per- forming employees can be catastrophic. As stated by leadership consultants David Sturt and Todd Norstrom in a Forbes article: Department store giant, Sears, shared that a five-point improvement in employee attitude results in a 1.3 percent increase in customer satisfaction, which then drives an 0.5 percent increase in company revenue. If restaurants and retail organizations want to increase productivity and maximize profits, they have to get to the core of how to motivate their workforce. RETAIL, RESTAURANTS, AND SERVICEā€¦ OH, MY. 1 Productivity in today's business world means something new. It's not focused on just zero-defect proficiency. It's not focused on just perfectly managed minutes of the days. Productivity in today's world must focus on adaption, innovation, and forward progress.

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