A retailer's guide
to frontline disconnection

Retail is a people business.

But the people who work on the front-lines of most retail businesses—the cashiers and team members and shop floor assistants and so on—are chronically disconnected. Information, communication, relationships, feedback, recognition, technology…these are the currency of connection in an organisation.

However, in most retail organisations, these elements are disjointed and inconsistent. And this disconnection has serious consequences: you lose hard-to-find talent, your employees are disengaged and disempowered and your customers get a poor customer experience and spend less.

At the same time, there are huge benefits that result from connecting your employees: you create a highlycollaborative, strategically-informed, engaged and motivated workforce that can deliver truly exceptional customer experiences.

But this is easier said than done. It’s hard to see and accept the scale of the problem or to know how to get started doing something about it. In this white paper, join Sam the Cashier and Sally the Team Member as they guide us through the causes and costs of disconnection as well as how you craft and execute a vision for true connection in your business.