In today’s retail environment, successful brick-and-mortar stores have become destination experiences with a unique place in omnichannel operations. With customers seeking more engaging and personalized shopping experiences in physical stores, having a team of customer-facing employees who are passionate about doing their best work is a highly prized asset. Hiring the right talent to interact with customers is key to creating the right customer experience. How do you find these customer-facing retail superstars in a highly competitive environment?

When fast-growing Mexico-based pharmacy retail chain San Pablo Farmacia faced the same challenge, it found the solution through adopting employee experience management technology. San Pablo Farmacia was established in 1936 and built on traditional customer service values, providing customers throughout Mexico City and beyond with a full-service pharmacy. The company offers over-the-counter medications, natural health products, and home delivery and call center services. With significant e-commerce operations, it offers a delivery service throughout the country, even in locations where it does not have a physical store.