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Sears Drives Customer Loyalty through Engaged Employees

Sears Canada recognizes that engaged sales associates drive customer loyalty and increased revenues. The question is, with 37,000 employees, how do you keep them motivated?

Stores Magazine reports on how Sears Canada relies on an employee survey to find out about specific issues. On an annual basis, Sears conducts a company-wide survey to measure perceptions of store culture, leadership and managerial practices, education, training and development."Our associates are the face of the company to our customers, so it is important that we all be aligned to the company's goals [and] understand what is expected of us to succeed." Adrienne Campbell, national manager of associate relations for Toronto-based Sears Canada.

One such expectation was in the communication coming from human resources. Employees found it unclear and confusing, so HR started using more concise and straightforward language to explain policies and programs.

If you are interested in learning how to improve the experience of your employees to improve customer engagement, consider developing an online advisory panel with Vision Critical. Designed for your customers, potential customers or employees, an online panel can be a quick and easy way to learn how to make corporate improvements.

Posted on May 14, 2007
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