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[VIDEO] How Hudson's Bay delivers exceptional experiences to both customers and employees

May 22, 2018 - 2 minute read

Be real, be curious, be courageous, go furtherThis might sound like the start to a trailer for the latest action movie, but in fact these are the business values of the international department store chain, Hudson's Bay. By communicating these values, and especially communicating them to all employees, Hudson's Bay wants to ensure the best possible customer experience.

Hudson’s Bay goes with the times

The department store brand may be centuries old (Hudson's Bay actually dates back to 1670) but it is also an entirely modern enterprise and knows that, in 2018, retail is about offering a total customer experience. At Hudson's Bay, they don't see making a purchase as just a simple transaction; the purpose of the department store is to provide a lasting memory for every guest that Hudson's Bay calls a customer.

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Employees are the magic ingredient

The in-store employees are the main channels through which Hudson's Bay can make a simple visit by a guest memorable. For example, by arranging a taxi home for a disabled person or quickly contacting other branches and suppliers to find the one item that a guest has set their heart on.

Watch the video below to learn more how the Hudson's Bay values translate into a top-level customer experience.

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But there's more...

Delivering a memorable experience for every guest goes beyond employees simply respecting company values, of course. Even with the best values in the world, an employee can't help a guest if they're not fully up-to-date about the products. Or if they're not completely aware of important company news, or updates from their team.

Practical, fast and effective sharing of information is therefore a must at a chain like Hudson's Bay, which has hundreds of employees per branch. Hudson's Bay is also cutting-edge in that regard. Watch the video to see how employees communicate with each other.

...take a look for yourself! ūüé•

 

 

 

employee engagement retail report
Jozy Gallmann

Written by Jozy Gallmann