Despite the ongoing rise of e-Commerce and m-Commerce, the store still plays a critical role in consumers’ everyday lives.
To boost store performance, managers are tasked to create an exemplary customer experience. However, as consumer demands have heightened, managers’ to-do lists have evolved and expanded to include: Hiring and empowering employees; testing and rolling out new technology; and keeping tabs on omnichannel ordering and pickup operations.
For the third year, Retail TouchPoints looked to the store operations community to share their current stresses, investments and successes for the annual Store Operations Survey.
More than 100 executives participated in this year’s installment, and their businesses ran the gamut in terms of their vertical focus, geographic location and annual revenue.
Results also found that once again, fewer retailers decreased their store operations budgets (29% in 2014 vs. 32% in 2013). Although more retailers said they increased their budget for new technology in 2014 (46%), budgets stayed the same for employee training/engagement (54%), employee hiring/retention (55%), inventory management (47%), and mobile technology (45%).
Other topics outlined in the report, titled: Keeping Up With The Next Generation Of Store Operations include:
- In-store mobility;
- Employee engagement and empowerment;
- Mobile marketing in-store; and
- Omnichannel order fulfillment.
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