Playbook
Reimagining Store Operations: Unifying the Associate Experience
Q2, 2024
As retail stores transform into multifaceted service hubs, the spotlight is increasingly on enhancing the store associate experience. By equipping associates with advanced systems that seamlessly integrate customer profiles, selling tactics, and operational insights, retailers can prevent fragmented service and boost overall efficiency. This unified approach not only bolsters customer satisfaction and loyalty but also drives profitability. To consistently deliver exceptional customer service at scale, associates must have access to tools that provide real-time analytics and improved connectivity, enabling them to swiftly adapt and perform efficiently. A cohesive and comprehensive associate experience is crucial, forming the bedrock for unifying the broader customer experience.
This playbook offers a comprehensive framework that equips store associates by integrating customer, inventory, product, and operational information into a unified platform. This helps associates focus on improving personalization, optimizing sales procedures, and building stronger customer relationships.
FOUR KEY B2C COMMERCE IMPERATIVES
Incisiv
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As consumers continue to reshape their expectations,
enterprises must contend with a uniquely challenging landscape.
The consumer technology landscape is forever changing.
From Pinterest to TikTok, WeChat to Instagram, new experiences can rapidly gain consumer adoption and relevance.
From augmented reality to voice, smartwatches to chatbots, consumers are constantly embracing new interaction paradigms.
Commoditized convenience is eroding loyalty and margin.
Consumers expect convenience. If you can't deliver it, they'll go elsewhere - e.g. next day shipping becoming the new standard.
Walmart will reportedly lose USD 1 billion on eCommerce revenue of USD 21 billion this year as it faces challenges in its bid to complete against Amazon – from trouble integrating its DNVB acquisitions to impact on margin from its next-day delivery operations.
Consumers value experiences that are curated to fit their lives better.
They want to engage, be served, and transact at their time, their pace, their place. They have little patience, infinite choice and the freedom to swipe left at the slightest hint of friction.
