A Retailer’s Guide to Combatting Showrooming
Nurturing and developing staff is critical to a brand's ability to connect with customers in-store. Caring for employees through internal programs aimed at boosting morale not only increases productivity, but also improves customer interactions. Empathica found that only 38 percent of consumers think that employees at big-box retailers enjoy their job, despite the fact that employee satisfaction directly relates to a brands’ ability to generate exceptional customer experiences. This highlights a big opportunity for store managers since an important driver of employee satisfaction is their relationship with their direct supervisor. It's particularly critical for store managers to be attuned to the coaching needs of their staff, as this has a direct impact on customer perceptions of the shopping experience.