X? The Human Factor
However, I am no unconditional JC Penney customer who defected to a less favored store. In fact, I am not what one would call a loyal customer of any store in particular. I am just an “observer”. So I could tell that as the aisles got neater and wider, signs clearer, prices more defined, customers made themselves less visible. Products didn’t seem to have changed drastically however, beside the new Martha Steward addition. (that is also old news by now). But again, I probably missed something and traditional JC Penney customers might have a different opinion…well, streamlining was somehow everywhere, no doubt about it.
© 2013 AR_HRCom - X Factor
The X, impalpable HR factor is your employee engagement. Engaged employees will be enthused about your changes and your products. They will reflect and radiate that enthusiasm. They will communicate it to your customers. That X factor will generate or reduce traffic. That X factor is subject to your internal policy and most importantly to your practices. Ever wondered how schools recruit students who are in charge of welcoming visitors? It is for some good reasons that they are called ambassadors. How do you think you treat yours and communicate with them? Think of this: They ARE the reflection of your communication and HR practices, at many levels.