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Harrods: How Employee Experience Impacts CX

Mark Angus
Written by Mark Angus

Harrods received the Top Employers United Kingdom 2017 certification for being one of the best places to work. We find out why.

One of the biggest challenges for a retail management team is to understand their customers’ wants and needs, while also gaining insights into their lifestyles, in order to deliver the best possible experience to them.

It is a well-known fact that organisations that provide a great employee experience (EX) see this trickle down to their customers. As Richard Branson says: “If you take care of your employees, they will take care of your clients.”

The Harrods Service DNA

One such retailer that is doing this is Harrods. Known for its famous Brompton Road address, captivating Christmas window displays, rich history, and world-famous Food Halls, Harrods was named the top-ranking consumer retailer in this year’s Glassdoor’s Best Places to Work, based entirely on feedback from its own employees.

The iconic British store also ranks number 4 on LinkedIn’s top companies list in the UK and was awarded the exclusive Top Employers United Kingdom 2017 certification.

The service which Harrods are able to deliver to their customers is a key aspect of what differentiates the store, and as such, the training and development of the 5000 staff employed at the Knightsbridge store is extremely important to the business. Customers visiting Harrods expect a unique experience, and expect the very best in customer care, from bespoke personal shopping to knowledgeable advice within the store and online.

The Harrods Employee Experience

Harrods recognise that engaged staff are happy, consistent performers who feel compelled to progress their careers with the store. The management team also acknowledge that engaged employees forge good relationships right across the business; with line managers, senior management and with customers. For this reason, employee engagement is an important part of Harrods’ strategic vision.

Harrods has invested in initiatives that ensure employees enjoy a healthy working culture and gain the experience and training they need to develop their careers. A dedicated Learning & Development team offers training and accredited educational opportunities. This offering is boosted by placements, secondments; career coaching and staff led career week initiatives.

Rewards for employees include the Harrods 100 programme and the Harrods Award for Excellence, which involves a celebratory, black-tie evening event. Employees can be nominated for awards, regardless of their role within the business.

Learn More at Customer Experience World

Laura Brown, Retail Director at Harrods is responsible for the sales, service, standards and customer experience at the department store. She is also an experienced coach and mentor and devotes time to helping others challenge themselves, develop their skills and reach their own personal potential.

Laura is a keynote speaker at the Customer Experience World event in Birmingham on the 17th October and will explain how Harrods achieved the status of being a top employer and the impact it has had on their people, their clients and their results. You can register for the event here

More About Harrods

Harrods began as a wholesale grocer’ and tea merchant in east London, first opening its doors in 1834. Since then, it has grown to become one of the world’s most famous department stores, known for its range of luxury merchandise. Harrods continues to be guided by its philosophy of “anything is possible” and, to this day, customers remain at the heart of everything they do.

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