A recent Oracle study revealed that 46 percent of global consumers say their loyalty to a retailer is influenced by great in-person service in the store. This is a significant percentage of customers to disappoint if the store experience, and particularly, store assistants are not up to scratch. Without the right employees on the shop floor and the right technology to support them, retailers struggle to provide relevant customer assistance, maintain all-important levels of service, and ultimately this can negatively impact sales. After all, it is all too easy for your customer to shop elsewhere these days.
Getting recruitment right in retail is key. For bricks and mortar retailers in particular, labour is one of the biggest outlays, estimated to cost between 10-15 percent of revenue. Recruiting and retaining the right people to represent your brand values and deliver the quality of service you want to offer is no easy thing, presenting some unique challenges. Seasonality, high staff turnover, resourcing employees with different skill sets and managing fluctuations in employee requirements during peak periods of the day or month are all issues that need to be considered when recruiting and staffing a retail business.
The ubiquity of the smartphone suggests that retailers need to take a more strategic approach to using mobile and social channels as a means of communicating and recruiting employees. A recent study identified that Millennials spend on average 35 hours per week on digital media, while Generation X spends an average of 30 hours per week.
In harnessing new digital strategies and tools, retailers can reduce the administrative burden associated with recruitment, while identifying the best talent and engaging with them in real-time.
In harnessing new digital strategies and tools, retailers can reduce the administrative burden associated with recruitment, while identifying the best talent and engaging with them in real-time. Our experience leads us to believe that are three key strategies HR teams within retailers should consider.
These three strategies offer retailers a sure way of strengthening their recruitment process and finding and retaining talent. With the right people on board, retailers can focus on doing what they do best – fulfilling on the retail promise and delivering an experience that delights and encourages customers to return.