HIGH POINT — In his session on reinventing sales at the recent Leadership Conference, J.R. Linne, director of retail industry for Salesforce, a customer relationship management software company, broke down the importance of employee experience and employers’ greatest tool to keep talent: technology.
One way to avoid losing employees, Linne suggested, is that employers home in on employee experiences and growth just as they do with customers. According to research from Salesforce, employees who report feeling engaged with their jobs bring in 69% more revenue and are more likely to stay in their jobs.
“You show your employees that you are invested in them and their success by investing in the technology that improves the employee experience, therefor making them more efficient,” said Linne. “When you provide them with that better digital workplace, you get more productive employees, more engagement, thus driving growth.”
Tech investments are not a one-size-fits-all solution, though. Linne said it is crucial that retailers take time to learn about what is important to their employees by learning more about their common challenge statements and by plotting the employee life cycle as they do the customer life cycle.
“At the root of it is really a human need,” said Linne about employee wants and needs. “It’s a human want, a human desire to be known and understood.”
Three things employees need to feel empowered in their workplace, he said, are a frictionless work environment through tech automation that gives employees more time to focus on their job; a hyper-personalized experience that makes them feel important and seen; and a connectedness with their coworkers and company.
To support those needs, Linne noted that tech integration in workspaces that reflect the app-based tech used by employees outside of the workday, especially for store associates who are taking on more tasks day-to-day during the pandemic, is key.
“I truly believe that the ability to digitize your associates is a big unlock to meeting customer expectations,” concluded Linne.