Employee engagement is key to delivering an exceptional retail customer experience. When employees are engaged with their work and feel passionate about it, they’re more likely to go the extra mile for customers. Engaged employees know that their actions directly impact customer satisfaction and therefore strive to give customers the best possible service. 

An effective way of engaging retail staff is by fostering a culture of collaboration across departments. This helps ensure that everyone in the organization understands how their role contributes to delivering great customer service, and enables them to better collaborate towards this goal.  Additionally, managers should provide regular feedback and recognition of outstanding performance as this encourages employees to continue going above and beyond for customers. 

Ultimately, employee engagement is a crucial element of customer experience management. Retailers who recognize it as such and invest in creating a strong employee engagement culture will stand out from the competition, providing customers with an excellent shopping experience that they won’t forget.