This is a contribution from guest blogger John Berry:
“Customer Experience” – everyone seems to speak about how important it is for businesses to retain customers. So why is it that so many front line employees seem to have “missed” that training programme?
Or maybe it is that there wasn’t one!
How often is there a disconnect between HR and the Sales people? How often do things change and yet the HR people are not involved from the start, especially when they are so key in delivering the right people with the right skills through recruitment?
Involving HR is key to delivering results…………………..the best retailers are great at it…………….John Lewis is just one such example in the UK……………….Apple is another.
Great business success is not just about the front line………………….HR are a key part of this partnership.