When Customer and Employee Expectations Collide

Today’s customers, with the ability to shop with a click anywhere and anytime, have high expectations for delivery options.  Companies are under tremendous pressure to continue to expand offerings to get the product to customers with speed.  This can wreak havoc on organization infrastructures.  Meanwhile the composite of today’s workforce – 5 generations from Gen Z born after 1997  to Traditionalists born before 1946 – along with many job options available, place strain on companies to attract and engage employees.

How can eCommerce organizations find the right alignment of strategy, culture, and talent for sustainability and growth?

Best in Class organizations value the following:

1. Transformational Leadership – a management team that drives change in needed skills, talent and operational execution.  Strong communicators and empowerment builders with the ability to lead teams is critical in this ever changing customer and employee landscape.
2. Employer of Choice – an organization must be able to differentiate themselves from the competition to attract and retain the workforce needed.  Promoting and delivering a diverse, inclusive, engaging culture is key.
3. Career Pathing – provide opportunities for all to develop skills and grow will improve employee retention and prepare top talent to meet succession gaps.  Strengthening for today and tomorrow.
4. Technology and Innovation – technology is moving so fast.  Companies must have a process to implement and train their workforce to adapt and accept newness.   Customer, Operations, and People data analytics used to make decisions and take actions is becoming more and more important.
5. Consistency in Delivering Results – organizations must be nimble and agile.  The ability to make changes quickly and ahead of the competition is critical.

Implementation of these winning strategies can help you meet your customer demands and employee commitments.   eGage would love to hear from you on this topic or offer our services for solutions.    We can be reached at ContactUs@egage.net