Chapter 3: Evolve the Role of the Associate
Help associates feel safe and supported in their evolving role.
Chapter 3: Evolve the role of the associate
Associates are now playing key roles in last-mile fulfillment, sanitizing procedures, and foot traffic management. Take time to up-skill associates and keep them feeling safe, supported, and cared for in their evolving role.
Prioritise employee wellness
In a recurring Salesforce survey, supporting employee health and wellness is the top influence for purchase and loyalty decisions after discounts. Create a wellbeing strategy that store managers can easily implement. Encourage socially distanced meetings, give incentives (e.g., discounts), and show appreciation. Provide complimentary online wellness resources as well, such as guided meditations or virtual fitness classes.
Seventy-seven percent of employees say their companies provide training to keep skills up to date. For retailers, there is added urgency to re-skill and train associates to meet new workplace demands and safety procedures.
Provide customised training on free digital learning tools like Trailhead. Then cross-train associates to prepare for the possibility of further restrictions, such as the option to help with customer service requests.
Give associates the best tools
Reduce the time associates spend face-to-face with shoppers by providing a mobile device. Associates can use their device to personalise their interactions with shoppers and recommend products based on history and preferences. Associates can also view digital inventory in real time and ship products from anywhere in the store.
Centralise critical information
Arm associates with the information and guidelines they need to protect themselves and shoppers. Communicate often on new guidelines, processes, and procedures. Centralise information in one place, such as on an employee portal or knowledge base and send SMS alerts.