In today’s retail narrative, one thing is clear: the customer should always be first. Retailers are doing all they can to create a customer-centric experience, deliver personalization and invest in any way to attract and keep shoppers. While this is essential to thriving in business, it’s worth asking: are employees getting left behind? Are the store investments you are making now helping to build and maintain your dream team of store associates?
Once upon a time, the store made it a point to know all their customers, what they liked, what they didn’t, and perhaps even knew some of their birthdays and important anniversaries. When a customer would enter the store, the actual owner of the shop would be there to greet the customer by name, ask about their family and see if they’ve enjoyed their last purchase. The shopping experience was highly personalized and relevant to each shopper's buying behavior.
For those of us in the retail industry, there is no denying the growing buzz around creating digitally-powered in-store shopping experiences for the consumer. It’s what today’s shopper wants. But are these technologies going to generate valuable ROI for retail organizations? More importantly, will they help store associates do the job they were hired to do?