Rethinking Store Associate Strategy for 21st Century Shoppers |
Event Date:
9/26/2012 2:00:00 PM (EST) |
Duration:
61 mins |
Description:
As retailers struggle to meet the demands of increasingly smarter shoppers they are weighing the benefits of making a host of changes to the store and the role of the store associate. These include increasing education and training, adding technology tools to level the playing field, rewriting hiring criteria, redefining roles and skill sets, and more. As retailers weigh their options, one thing is perfectly clear - they must be sure they are adopting solutions and strategies that are 100% in line with shoppers preferences.
Some retailers are successfully doing this by aligning their store associate strategy with shopper likes and dislikes, but many are not, according to findings in an exclusive new study published by RIS. This study was designed to leverage findings in the 2012 Shopper Experience study that tapped the insights of 2,100 shoppers and the compare these findings with the responses of more than 40 retailers.
The results reveal that retailers believe store associates are a decisive factor in achieving goals for improving the shopper experience, but there is no agreement about what to do about it. In some cases, such as helping shoppers find products and improving inefficient checkout, retail strategies and shopper preferences dovetail. It is also clear that in some cases retailers are not on the right track, such as not focusing as strongly on unavailable or distracted store associates as shoppers clearly want.
Key areas covered in this webinar include:
? Delivering positive shopper experiences by improving quality of customer service and ability for associates to solve problems
? Personalizing the in-store shopper experience so that associates can recognize and reward the best customers
? Helping shoppers find products they want anywhere on the sales floor, either in person or by using mobile devices or kiosks to do inventory status checks
? Maximizing the mobility revolution which is just as much a revolution for the store associate as it is for store technology |
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