Recruiting in the retail landscape is vastly different from BI (before internet) days. When considering taking on new employees, retailers must evaluate the technological capabilities of a candidate as well as their ability to deliver a great customer experience.
Customer experience has extended from in-store sales service to online customer relations including social media. Every employee from the CEO to the Christmas casual should be aware of the channels in which customers can interact with a business.
Customers expect a seamless experience from mobile to store, from initial research to refunds. Any kinks in the service chain can cause customer dissatisfaction and eventual brand abandonment.
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