Infographic about internal communications in retail

Watch the video axonify.com/employee-experience RIS, 16th Annual Store Experience Study 2019, Doubling Down on Transformation https://www.forbes.com/sites/jiawertz/2019/04/17/customers-who-have-excellent-experiences-with-brands-spend-140-more/#5cbd95d92794

The way you communicate with frontline associates impacts customer experience

48% of retails rank empowering associates as a top strategic priority. Customers who have excellent experiences with brands spend 140% more.

Well-informed frontline associates are more connected to your brand, ready to perform and equipped to provide amazing customer service. But internal communications in retail comes with many challenges:

  • Deskless associates who don’t have corporate email
  • A geographically dispersed frontline
  • Inconsistent schedules
  • High turnover

How are you getting the attention of your frontline associates?

The siloed way

Head office relies on each individual store manager to get the word out to their associates.

  • Information sharing is delayed
  • Individual store manager spin creates inconsistent messages
  • Impossible to measure who has viewed the message and who hasn’t

The engaging way

Head office pushes the exact same message directly to each associate on the device of their choice.

  • Sent to entire frontline in real time on the devices they use on the job
  • Every associate receives exactly the same message in the same way
  • Easy to see how has viewed the message and who hasn’t

What’s the customer experience?

With the siloed way, associates are out of the loop and potentially confused, so… Customers interact with associates who don’t have all the details resulting in a disappointing experience.

With the engaging way, associates are better informed to serve customers, so… Customers interact with confident associates who deliver the consistent experience you strive for.


It’s your turn to experience more

See how delivering consistent messages to all their associates changed the customer experience game for Festival Foods. Watch the video.

Dig deeper into how you can deliver more engaging communications to you associates at axonify.com/employee-experience.

We can’t wait to see what your organization can achieve.