“It’s impossible for me to pick just one sorry! I’d say first is the ability to understand, manage, and embrace change. Retail customers are constantly pushing technology forward and we have to flex with them and stay a step ahead. Second, a genuine appreciation that customer service is not only for external customers but also for internal customers our employees. We have to ensure we are finding opportunities to better our employees’ experience as well as our customers’. For example, we use employee surveys for valuable insights and to answer key questions like: Does our team love what they are doing? Do they come to work ready to engage with customers? Do they feel valued for the great service they provide?”