Retail technology should empower employees
Merchants are implementing innovative retail technology, such as mobile point of sale systems, to improve their marketing strategies and enhance the customer experience. Both online and in stores, technological solutions can help retailers offer personalized services, provide consumers with information and make shopping a more efficient process.
An important component of successfully integrating retail systems is employee training. In a recent Wall Street Journal blog post, Michael Hickens described a shopping trip during which poorly implemented technology detracted from his experience. The store associate used a tablet POS system to take Hickens' information and complete the sale. While Hickens noted some opportunities the tablet could have provided – such as personalized suggestions for items that would go well with his purchase – the employee struggled with the basics on the tablet, taking time and causing frustration.
"I think it's important particularly when you're talking about higher-end, commission-driven environment, that sales associates don't become a point of resistance in adopting the technology," Steven Dennis, president of SageBerry Consulting LLC, told Luxury Daily. "When it's obvious it saves them time, closes more sales, efficiently solidifies relationships with clients and it happens to save money for company, then it's a win-win."
Simple, integrated POS solutions can help create a smoother transition, and retailers should make sure their employees are prepared to use the new resources.
