RTL 3030 Johnson & Wales University Associate Engagement in Kohls Store Case Study

Associate Engagement: how to increase associate engagement to drive results within the building

You are the manager of a Kohl’s store and usually have a very engaged group of associates who act like a family. Recently, you have noticed some red flags that your associates aren’t as engaged as usual:

  • Call outs have increased
  • Some associates have started talking back to supervisors and managers
  • Credit solicitation results have decreased and Customer Engagement Scores have been lower
  • You don’t notice associates recognizing great work done by other associates

How are these situations contributing to the store’s reduced Associate Engagement? What actions should the management team take ensure these behaviors don’t continue? How else can they engage their associates?


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