CHALLENGE
Convenience store brands typically face high turnover — over 100% each year. Wawa recognizes that the person behind the register determines the customer experience, but they experience the typical difficulties of making frontline employees feel valued.
SOLUTION
Emphasize the ESOP opportunity for store employees to own stock in the company, and highlight their ownership of the customer experience. To make communications (and online training) accessible for non-wired employees, use touchscreen digital monitors with internet capabilities positioned in back-of-store locations.
