News

Survey: customer service trumps price

December 18, 2007

A recent benchmark survey on "The State of Retail Workforce Management," conducted by Retail Systems Research (RSR), and sponsored by Kronos Inc., indicates that retailers are aware that their customers demand better service than ever before. Sixty-six percent of the 160 global retail executives and managers that were surveyed noted that they are focused on providing a high-touch customer service strategy, and skilled employees play an important role in it. An additional 24 percent consented that employees, regardless of skill sets, play an important role in customer service. Only nine percent stated that they offer a low-touch customer service strategy where employees play a supplemental role.

"The survey results clearly indicate that the days of the low-price model in retail are numbered," said John Anderson, global practice leader of retail at Kronos. "The future of retail lies in customer centricity, and creating and sustaining customer satisfaction will ensure differentiation and success in the long term. The workforce plays a huge role in this customer-centric journey. What retailers need are satisfied and knowledgeable employees consistently doing the right thing in the right place at the right time. This is not an easy task but one that can be achieved when the workforce is managed smartly."