You Need to Love Mobile to Avoid the Retail Apocalypse - REPL Group

WHAT'S HAPPENING

You Need to Love Mobile to Avoid the Retail Apocalypse

Retailers have been slow to adopt mobile technologies. The initial fear was “we don’t want people texting on the sales floor” or some variation of that core concern. Now we see this trend shifting towards the opposite direction, as retailers with physical locations struggle to stay relevant, and realize their main differentiator to E-commerce is their ability to provide exceptional customer service.

A recent article in the UK News source “ The Telegraph” highlights Tesco’s (the largest UK grocery chain) newly deployed scheduling  app (WFM Connect from REPL Group), enabling their employees to have flexible schedules, eliminate arduous admin work, and ensuring “supply always meets demand” when scheduling.

The article points out how the app has improved manager’s ways of working, while making staff feel more valuable, as they are trusted more to schedule themselves, with the flexibility they desire.

As retailers are starting to recognize the value of a happy empowered staff, and the needs to continue these efforts to lower turnover rates, and improve the quality of their customer service, let’s look at other ways mobile can improve retailer’s operations.

A huge challenge for retailers is training, with it being costly, time consuming, and undervalued. Retailers should look for solutions that provide training on mobile, shifting the concept of training from a massive time expenditure, to a more modern approach. With people learning everything from rebuilding an engine, to cooking a lobster tail on YouTube, it’s about ease of access. Retailers should have all their training material accessible on mobile, for employees to reference when and where they need it.

Retailers should also leverage mobile to inspire their employees. This includes turning them into advocates of the brand they represent, recognizing them for excellent work, and providing them with product information, to better serve their self-educated customers.

These ideas of better training, and greater connectedness will drastically improve retailer’s ability to provide customer service, though the true value and ROI is much harder to quantify than other solutions. This might be the reason why retailers have hesitated to invest in these technologies, and are opting for the quick wins and short term returns, instead of focusing on the long-term goals of staying alive, by providing a positive brand experience for the customer, through excellent service.

Share this Story

Recent Posts

  • REPL Group are showing the way and inspiring Britain

    REPL Group are thrilled to announce that we’ve been listed on the London Stock Exchange 1000 businesses inspiring Britain report 2017. The annual report now in its fourth edition highlights the 1000 companies that are inspiring Britain. This pioneering publication Continue Reading...
  • Thoughts on the Evolution of WFM

    Introduction Workforce Management (WFM) touches all kinds of businesses, too much perhaps to summarise in a few short paragraphs. As such I’m going to focus on retail; which is arguably the progenitor of the entire WFM industry. There was a Continue Reading...
  • Stratford Cricket Club Under 9’s Feature at Edgbaston

    REPL Group is the proud main sponsor of local cricket club Stratford-upon-Avon CC and not only do we sponsor the 1st and 2nd XI but we also sponsor the junior section of the club. Monday 7th August saw the Under Continue Reading...
  • 6 Tips To Help You Engage and Prepare For Gen Z In Retail

    Generation Z or Gen Z as they are most commonly known are the newest consumers and workforce coming into the retail world. They are having a massive impact on retail both from a customer perspective and also from an employment Continue Reading...
  • Connecting Retailers For Better Customer Service

    A recent report from McKinsey & Company highlighted how social technologies are impacting the workplace.  This analysis is understandable for a typical office-based organisation.  But will this really ‘cross the chasm’ into customer-facing environments, like retail?  Or is this just Continue Reading...
Where would you like to go?