At any given time, most of us have at least one mobile device on hand. We are more informed and more equipped with this immediate knowledge than ever before.
For retail, this has direct implications — customers have the world at their fingertips, even within brick and mortar shopping locations:
- They can try out a product at a local store, then hop online and comparison shop
- They can look for reviews and make informed decisions before they buy
- They can purchase from an online competitor, while still in your store
Retailors have a unique challenge to keep shoppers engaged so that customers stay and make a purchase in store – or at least from your store’s website. This brand loyalty is built through innovative and integrated retail encounters that make mobile devices an ally in the entire shopping experience – rather than a competitor.
Technology in Place
Retailers must ensure that the entire shopping experience – across every platform, including live and mobile – is cohesive, coherent and congruent.
Often referred to as omni-channel, this seamless integration of mobile information, real-time interaction and easy check out experiences keeps customers interested and drives more sales.
The key to omni-channel success is having technology in place that delivers all the information a customer would seek out and also makes purchasing quick and easy. This may include mobile check out devices for staff and interactive displays.
From a personal perspective, one of the best ways to keep customers engaged is a real-time conversation with knowledgeable and confident staff members.
This means that you need to have enough staff on-hand during peak hours, who are also well-rested and not overworked. Kronos Scheduling software takes the guesswork out of scheduling and makes sure plenty of staff are ready on time during busiest times.
While you may have a general idea of when your busy seasons tend to be, Workforce Analytics can provide powerful information to guide your scheduling decisions.
Analytics will include details such as specific high and low times in a day, and times when overtime is most often reached. This information helps you understand when your staff hit critical peaks, and therefore predict when your brand is most vulnerable to losing customers to online and mobile competitors.
Shifting schedules and bringing in trained seasonal staff can cover those susceptible periods and keep you competitive.
The WFC Group has years of experience working within the retail industry. We can help you optimize your scheduling, accurately map your resources according to demand, and get in front of consumer needs. Contact us, today!