Today’s Retail and Hospitality Industries Are Facing a Customer Experience Crisis

Employees Don’t Want the Job: With retail and hospitality employing 21% of the world’s workforce (U.S. Bureau of Labor Statistics) and 73% of those employees quitting each year, businesses are left scrambling to fill positions. The result? Overworked and unmotivated staff who lack the training or desire to provide quality service.

Burnout Is Hurting Customer Experiences: Burned-out employees are disengaged, leading to rushed interactions, mistakes, and poor customer service. A recent survey shows that nearly half of frontline managers report feeling burned out, with their teams following closely behind.

The Customer Experience is Deteriorating: Frustrated employees create frustrated customers. Poor service leaves customers dissatisfied, driving them away. In fact, studies show bad customer experiences cost businesses over $75 billion annually, as customers abandon brands that fail to meet their expectations.

This downward spiral is unsustainable, and businesses urgently need a solution to address this growing crisis.

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