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Why Leading Retailers and Service Industries Invest in Company Communications

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THE CHALLENGES COMMUNICATION TEAMS FACE IN THE RETAIL & RESTAURANT INDUSTRIES Communication managers are often in the center of chaos. Their mission involves cross-departmental participation, and they are measured on things that extend far beyond their own unit. With this group managing both internal and external campaigns, they are keenly aware of how internal relations impacts external growth. It can be a tough challenge for communication managers to push for technology needs in large corporations such as retail, restaurant and other global service industries. They have less control and influence over how the infrastructure is built, yet they have the largest impact on how your entire workforce is informed. Here are a few obstacles communicators face: Handling the brand narrative from a distance. The key mission of internal communications teams is to inform and educate employees. They have to find creative ways to share news and relevant information that improve the quality of their work and lives. However, the challenge of wrangling thousands of deskless workers is complicated when teams don't have the right communication channels. Crafting an effective strategy and curating the right content is one thing — dispatching a message across hundreds of brick-and-mortar stores and thousands of employees is another. Restaurants and retailers often manage multiple locations, each with their own staff of employees and managers. It can often seem nearly impossible to create a space where everyone is aligned. Old technologies won't connect employees. Office bulletin boards are inefficient when you have a multi-location business. Not to mention the outdated media sends a message to your employees that you are behind the times. Today, employees, just as consumers, want accessibility, convenience, and modernization. They want to have information as easy to access as the Facebook app on their phone. A business with 100 employees spends an average downtime of 17 hours a week clarifying communication, translating to an annual cost of $528,443. — Siemens High turnover rates perpetuate the lack of control. Employee retention is another challenge that retailers and restaurants face. What happens to all that effort when your workforce has high turnover? How much time are you spending hiring, training and then replacing employees? 46 percent of all restaurateurs listed hiring, training, and retaining restaurant staff as their #1 challenge. — Toast The private sector as a whole experiences a 42.2 percent employee turnover rate. How do retailers and restaurants compare? According to The Hay Group, the median turnover rate for part-time retail employees is 67 percent. And research conducted by Restaurant.org shows its industry has a 62.6 percent turnover rate. With such a high rotation of new employees rolling in, communication and onboarding, even on a small scale, is tough and costly. OPERATING IN THE EYE OF THE STORM 2

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