So, what makes a legendary customer experience? How can retailers deliver an experience that is truly appreciated by their customers and demonstrates that they are listening? What can retailers do to ensure that they deliver the best possible customer experience?
Axsium Group and Empathica partnered to find answers to these questions. We asked 5,000 retail shoppers to tell us what makes a legendary customer experience. Their answers show that the retail workforce plays a significant role delivering on their expectations. In this paper, we examine the survey findings in detail. We show how the elements of a customer experience can be deconstructed and prioritized. We discuss how those elements can and must be reflected in the workforce strategy. And most importantly, we provide concrete steps that you can take to align your workforce strategy with your customer experience strategy.