Thought leadership

There was a fascinating interview on the BBC earlier this month with John and Irene Hays the owners of Hays Travel, talking about their ‘rescue’ of the Thomas Cook High Street retail estate. The couple said that when they took over the 500 plus stores there were around 2000 staff employed and now there are 2500 – they said there simply were not enough staff to give a great customer service when Thomas Cook were running the show.

New research in this week’s newsletter chimes with this, suggesting UK high-street retailers are leaving their employees overworked and understaffed, with almost half of retail workers for example agreeing that there simply weren’t enough staff on hand over the festive period.

Sheila Kearney retail expert at the organisation conducting the research commented: “By sacrificing employee experience in the name of saving money, some retailers are actually shooting themselves in the foot. When we talk to our customers, they recognise that people are much less likely to have a positive in-store experience with stressed, overstretched and undervalued employees manning the helm. The leading retailers know that happy employees lead to happy customers – and this all starts with employers taking the time to listen to, and act upon, how their staff are feeling.”

Well said Sheila. The link between the CX and the EX will be examined in detail at our upcoming Future of the Contact Centre Conference in London on Feb 13. Look forward to seeing you there.

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