We all have stories about how an associate made a difference in our personal shopping experience...while these stories reinforce how important we think the associate is to the customer experience, they have historically served as mere anecdotes.
New York, NY (PRWEB) January 16, 2012
Axsium Group, the world’s largest independent workforce management consulting firm, today announced the release of a whitepaper, jointly presented with Empathica, drawing a concrete link between customer experience and the workforce. The whitepaper is available at booth #2068 during the NRF 101st Annual Convention & Expo, or for download.
“We all have stories about how an associate made a difference in our personal shopping experience, changing the course of a purchase. And while these stories reinforce how important we think the associate is to the customer experience, they have historically served as mere anecdotes,” said Bob Clements, senior principal, Axsium Group. “To date, there has been no study or survey to back up these great stories with hard data. That is, there haven’t been any studies until now.”
The basis for this study comes from Empathica’s latest Consumer Insights Panel survey, which polled 5,000 consumers with specific questions about shopping behavior and the impact of associate and management interaction on their buying behaviors.
High level findings include:
- 80% of consumers in the US and Canada indicate a positive impact on their shopping experience when staff appear motivated and eager to serve them
- 75% of consumers will walk out of the store or buy less if there aren’t enough knowledgeable associates available
- 40% of consumers cited lack of access to managers had a negative impact on their shopping experience
The study goes beyond sharing the findings, and moves retailers forward with an actionable self-assessment that evaluates the current state of their customer experience and workforce alignment. And, the study provides retailers with a road map to move forward toward a well aligned workforce strategy that guarantees to deliver a legendary customer experience.
About Axsium Group
Axsium Group, a division of Knightsbridge Human Capital Solutions, is the leading workforce management consultancy. With a singular focus on workforce management, our clients gain access to trusted business advisors, industrial engineers, and technology experts with unmatched experience.