May 23, 2019

Are retail HQs and stores suffering a communication breakdown?

A recent RetailWire article explores the communication gap between the head office and frontlines employees. The article cites WorkJam research:

A 2017 white paper from digital workplace provider WorkJam based on a survey of 250 store, district and regional leaders across the U.S., found both technology and execution issues plaguing internal communications:

  1. Forty-six percent of managers indicated the primary way their head offices inform hourly staff about new store processes, products and promotions is by communicating these details to managers only;
  2. Twenty-six percent indicated their companies convey such corporate information through flyers posted in communal store areas;
  3. Only 11 percent of managers indicated their retail employers offered digital access to frontline associates;
  4. Only four percent said their stores use a corporate-sanctioned app to facilitate internal communications;
  5. Fifty-five percent of managers said that the head office rarely or never recognizes employees from their store for doing good work.


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