I have just spent the last year or so working with a large retailer. The retailer struggled to get good customer and staff engagement. Often leaving both parties unsatisfied.
The company had strong procedures, paid well and had developed a good customer offering in the last 12 months. Yet Head Office management could not understand why they were not making in-roads on their major competitors.
One problem was the inconsistent application of process. For example the company had a robust returns policy which was over and above the legal requirements. It was a simple process that could be followed by all staff so what could go wrong! Customers with a problem could return to store and follow the process, simple, product was replaced, repaired or not accepted depending on the circumstance.