Not everyone can work in a public-facing role, and fewer still have the gift of being able to meet customer needs – in a graceful and uncomplicated manner. An excellent store associate knows how to care for their clients and has a unique understanding of each client, gauging their interest through body language or by reacting to a comment.
Technology surrounds us. It can be used to drive cars, create virtual reality gaming, and it even allows you to turn on your heating while struggling home through the rush hour. In the utility market, smart meters use IoT technology to monitor and record consumption on an hourly basis, and GDS is entirely recreating governmental systems to meet user needs but what impact is technology having on the retail sector?
Before we look at what’s on offer we need to remember that not so long ago the industry was facing nothing but doom and gloom. In the ‘90s, the dot-com bubble brought us many new offerings including e-commerce. At the time, many thought the future of the high street was under threat predicting that ‘bricks and mortar’ was a thing of the past. The bubble burst and the stores are still firmly rooted in their foundations, but 20 years later, these same stores are on the verge of a technological revolution.
But the use of technology in the retail sector doesn’t need to create new ways of getting customers into the building as 94 per cent of retail transactions still take place in the store, according to Deloitte’s 2014 research – The New Digital Divide. The onus is on the customer journey and providing the highest level of service, combining all channels to create the ultimate omni-channel.
Giving store associate’s the tools to improve the customer experience
The role of the store associate should be more than pointing you towards the changing rooms or fetching a different colour sweater. It’s time for the retail sector to realise that there’s more a store associate can offer customers, and there’s an easier way for them to do their job – by deploying Keytree In-store Technology.
As the store associate is usually the first point of reference for any client and is also the face of the business, retailers should be providing these valuable employees with the tools that will help improve the customer experience by nurturing valuable customer relationships through digital. Keytree In-store Technology (KIT) provides the perfect tool for managing tasks in one centralised solution, and the KIT dashboard gives users the ability to create, edit and manage tasks, calendars, team meetings and client appointments – working directly from the app.
Online or in-store – KIT also provides a complete omni-channel view of customer activity giving store associates instant access to customer needs, preferences and purchasing history. By having all customer information in one place, store associates can view wish lists, in-process shopping carts, social media profiles and communication history for each and every registered customer.
This approach ensures the customer gets a more personalised service each and every time they come into the store and store associates can access the information needed and never to miss a sale. It’s time to combine online and in-store offerings and give store associates the power of today. So whether it’s identifying who’s entering the store or creating bespoke styles online to match a customer’s preference, the future of shopping lies in the palm of the store associates hand.