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Think employee engagement to improve customer experience

Retailers are finding new ways to use technology to create a more personalized, interactive and appealing experience for customers, both online and in stores.

Retailers are finding new ways to use technology to create a more personalized, interactive and appealing experience for customers, both online and in stores. But no matter how revolutionary their technology is, customer relations will almost always boil down to interactions with employees. This is a lesson that applies across industries.

When employees make a lasting positive impression on customers, it's usually because they enjoy their job and are proud of their company. Creating a supportive company culture and motivating employees with reward and recognition programs helps inspire higher performance and interest in the company. To build a workforce that excels at customer service, managers should provide ways for their employees to offer feedback, join in celebrations for company success, build team communities and recognize small individual achievements, advised Business2Community.

It's also important to remember that employees have stress at work and in their personal lives, the source mentioned. While employees still need to be professional with customers, recognizing and helping workers to handle stress in a healthy way can improve the atmosphere in the workplace. To transform stress into a positive force, Harvard Business Review recommended identifying the issue and then re-framing it as a challenge, rather than a threat. For workplace stress, reward programs can be used to re-frame issues as challenges to overcome.

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