[ad_1]
When retailers improve the store experience through workforce and task management, they can fully train everyone from associates to managers.
Now that we’re past the peak of the COVID-19 pandemic, brick-and-mortar stores are making a comeback. As of October 2022, 71% of consumers globally said they shop in physical stores as often or more than before the pandemic.
Consumers are once again confident in shopping in person, and retailers have a responsibility to keep them coming back.
With 84% of shoppers claiming they would return to a store in a happy atmosphere, retailers are looking for new ways to improve the in-store experience, keep up with changing customer needs and increase loyalty.
However, there is a problem. Even as consumer trends return to normal, the retail workforce continues to suffer from high turnover. As of March 2023, the exit rate in the retail industry was 3.3%, higher than the national average of 2.6%. This creates a significant obstacle to the in-store experience that customers expected before the pandemic. Retailers must find ways to overcome this challenge, and managing the workforce is a critical step in achieving this goal.
When retailers improve the store experience through workforce and task management, they can fully train everyone from associates to managers. When this happens, retailers can streamline customer processes, connect digital journeys to in-store experiences, and ensure inventory is properly managed.
Adequately train managers and leaders
How well a store performs ultimately depends on how the manager operates it. Optimizing communication and task execution enables managers to become better leaders, and this applies to every stage of store operations. For example, managers must not only stay on top of scheduling and other online processes, but they should also be prepared to handle in-store situations, such as urgent shopper requests.
Workforce management helps solve this problem because it provides a central location that new store managers can refer to for training and standard operating procedures. As a result, leadership can better understand what is expected of them and can run the store efficiently and confidently.
Bottom line: Managers need to be well trained so they can empower their employees to provide the best possible experience for customers.
Train and retain employees
When new employees can easily access training documents through a centralized portal, they can quickly learn about store policies, procedures and expectations. This in turn allows them to better answer customer questions and ensure a smooth store experience. From the point of sale to replenishing inventory and everything in between, training helps employees do their jobs with confidence.
Once management and employees are fully trained and empowered, retailers can see many benefits that help improve the customer experience. Benefits include streamlining processes to accommodate new shopping habits of customers, such as those who prefer self-service, connecting digital journeys with in-store experiences, and ensuring inventory is adequate and properly displayed.
- Simplify the process for customers
With streamlined retail workflows, retailers can ensure everything in the store is ready for customers. For example, retailers are better prepared for customers who prefer self-service and self-checkout. Additionally, if a problem arises, streamlined workflows ensure staff are ready to assist. - Connect digital journeys to in-store experiences
Workforce management enables employees to help with shopping quickly and efficiently. For example, managers can communicate to employees the necessary procedures for fulfilling BOPIS or curbside orders and assign the appropriate number of employees to assist those customers. - Ensure inventory is adequate and displayed correctly
Nothing is more frustrating for a customer than walking into a store looking for an item they can’t find. It’s also a bad business for stores because customers will quickly leave and find the items elsewhere. That’s why it’s crucial for stores to ensure that existing merchandise is on the shelves, not in the back of the store, and is properly displayed and labeled. Proper training and task management can help ensure that stores take advantage of every sales opportunity and don’t miss out because of empty shelves.
Increase profitability through better customer experience
A better customer experience isn’t just good for shoppers; It can also improve retailers’ profits. A recent McKinsey podcast estimated that improving customer experience can boost sales revenue by 2% to 7% and profitability by 1% to 2%, which is good news for balance sheets. Organized employee management and training can bring advantages to retailers through a well-trained workforce that is knowledgeable, confident and ready to deliver the best in-store experience.
Gary Stonell is the Senior Vice President of Sales and Operations at Opterus and has 20 years of sales management and business development experience in the CPG and SaaS fields. He began his career in CPG and worked at Kraft Foods, Philips Electronics and SunRype Products, promoting partnerships with retailers and managing all aspects of the sales and marketing process. Most recently, Gary led the enterprise sales team at Sysomos/Meltwater, a SaaS-based social media content management platform, where he was responsible for managing existing accounts and new trademark acquisitions.
[ad_2]
Source link