The employees are the most important factor in creating a great experience on the shop floor. This has again been shown in our research.
"The employees” Again at number 1
Recent research by HS Brands among more than 7,500 consumers has shown that “The guest-oriented behavior of employees” is indicated as the most important for a pleasant experience on a shop floor. The surveyed shoppers provided the following list (in order of importance):
· Guest-oriented actions of the employee
· Knowledge and skills of the employees
· The reception
· The farewell
· The interior
This ranking proves once again how important employees are in an organization and how they can ensure the success of a company. So make sure your employees are alert. Provide them with knowledge and skills, let them be themselves within the set frameworks and make sure they are proud of the company where they work. And, not unimportantly, that they are happy with their job. Happiness is not only in the reward through a salary, but in small other things, such as flexibility, open communication, pleasure in the workplace and involvement. Give them wings! The turbulence in retail has made a number of store(s) (chains) decide to change course. A lot of money is being pumped into a new logo, a dazzling interior, a fresh house style and huge advertising campaigns. Some organizations have only forgotten one thing: their employees. They are still unhappy behind the cash register or on the shop floor. Result: curious customers with high expectations come to see the “new” store. Unfortunately, the unmotivated employee immediately ensures that all the beautiful, new elements of the store are not even noticed or are quickly forgotten and the customer does not come back. After all, the following also applies to shops: You are only as strong as your weakest link. Another interesting detail from this survey is that the vast majority of respondents (86%) are sometimes guided by information obtained via the internet. Only 4% are solely guided by information on the internet and a small group (10%) never consult the internet. We dare to conclude from this that these 86% of the respondents still want to be advised about or convinced of a purchase through interpersonal contact. That is good news for all shop owners in the Netherlands. So make sure that visitors to your website experience it findable, clear and user-friendly. Entice your potential customers to visit your physical store. Your website is often the first impression of your organization these days.
HS Brands is theé specialist in qualitative research. In addition to studies that help to safeguard contact moments, actions and KPIs, we think it is fantastic to positively mirror organizations through experience studies focused on quality and service. This form of research provides concrete and in-depth feedback, so that your organization is immediately provided with hands-on tools with which you can take immediate action to increase your customer loyalty. After all, as ambassadors or fans of an organization, customers are of great importance in increasing your turnover. This is your immediate return on investment.
We are happy to talk to our clients to determine together where we can provide support. We tailor our investigations completely and can act quickly both nationally and internationally.
