Tag - retail

Wireless Retail Post Pandemic

Retail businesses have taken a major hit during the COVID-19 pandemic. Most storefronts have had to either close completely or implement changes to their business models — one-way aisles, plexiglass at cashier stands and contactless payment solutions, to name just a few. In spite of these protections, though, most retailers are seeing a decline...

Enough With Outdated Mystery Shoppers: Why Secret Shopping Doesn’t Work

Mystery shopping has been around ever since the 1940s. But just because a method's been used for decades doesn't necessarily mean it's the best method. It's true that many (if not most) retailers have used this strategy to evaluate their business processes so they can tweak for improvements. But now that we're shifting to social distancing and...

Why Retail Businesses Must Make Service Innovation Their Top Priority

Few industries have evolved as rapidly in the 21st century as the consumer retail industry. Retail organizations face new challenges every day as technology contributes to market upheaval but also facilitates new possibilities for service innovation that were mere pipe dreams just a few years ago. Retail businesses that expect to remain relevant and...

Why Your Retail Employees Hate Their Job (And What You Can Do About It)

Employee engagement is typically one of the most pressing concerns for retail organizations. It has massive implications for the company across numerous categories: Retail companies with highly-engaged employees perform better financially, employ a more productive workforce and have higher employee and customer satisfaction scores. However, you can’t just stick a retail employee on the...

Implementation Is the New Innovation in Retail

Innovation always sounds like a great thing. New ideas, new technologies, and new best practices can help a retail business boost profits and engage new customer bases. Somewhere between ideation and implementation, though, innovation morphed into a buzzword. Sure, people love to throw the word around, but do they actually understand what being innovative...

How Video Is Enhancing Heat Mapping for Retailers

In today’s retail environment, heat maps often are used to understand customer behavior in relation to a store’s layout. And now, video capabilities are turning heat-mapping data up a notch. While heat mapping allows retailers to understand where customers walk within a store, video allows retailers to see how that customer behavior translates into...

How to Balance Digital and Human Interaction in Retail

In an environment where online sales are expected to reach a staggering $370 billion by 2017, more retailers are shifting their focus to developing superior storefronts. However, a 2014 national shopping study indicated that consumers prefer shopping at brick-and-mortar stores to those online. As a business owner, where does this leave you? Should you focus primarily on the...

Retail Technology Trends: How to Stay Agile in a Changing Market

Retail technology has expanded considerably over the past two decades. And the pace of disruption will only increase, so keeping a pulse on emerging trends will prepare your business to thrive in the digital retail age. As retail technology advances, consumers are increasingly demanding access to products and services everywhere they go. Meanwhile, retail employees...

How to Move From Traditional to Automated Retail Management

Anyone who’s worked in retail can testify that it’s largely driven by people. Whether they’re on the floor, in a private office or in the checkout line, all employees play a distinct role in the customer experience. In such a people-centric industry, the idea of automation may seem mechanic, drab or unresponsive. How could a...

Don’t Let These Customer Service Slipups Cost You Any More Money

If there’s one thing I’ve learned about customer service, it’s that problems don’t begin with customers — they begin with you and your team. A missed customer service opportunity usually doesn’t seem like the end of the world, but even small mistakes can cost you in the long run if they’re left unresolved. When you...