Technology Management

Technology can be a great tool for retaining customers and employees, but it can also pose retention challenges for both. Even in today's technology-savvy environment there are always some customers and employees who fear technology and would prefer to leave and shop or work elsewhere rather than learn how to use it. With today's baby boomer generation playing a big role as employees and consumers in today's market, this is fairly common. Wise managers need to find ways to calm their fears and gently and painlessly introduce them to the technology, almost without their realizing it. The key here is baby steps. For example, an employee that is used to old-fashioned cash registers and does not want to learn how to use the company's new electronic registers can start by learning how to scan bar codes instead. This is easy, and much faster than typing in numbers, and the employee can watch the scanned items show up on the register "like magic." It is the "magic" part that employers should emphasize the way the new technology makes the employee's job easier, faster, and more fun.

By the same token, many customers refuse to use new technology for the s

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