Over the past couple of posts, we’ve looked at how many consumers are “showrooming” and the reasons why they use a mobile device in-store. Today, we’ll look things from the retail associates point of view. At the end of the day, most of your staff wants to help shoppers and for you to be successful. It could be that they know that if customers are not satisfied they will shop elsewhere and that could jeopardize your ability to keep them on. A recent report looked at how retail associates viewed mobile technologies and the impact it could have on shopping.
• Two-thirds of surveyed retail associates recognized the positive effect of mobile loyalty account access on the shopper experience
• Over 80% of retail associates thought that improving in-store communication between managers and staff would have a positive effect on shopper satisfaction
• Nearly 60% of retail associates think that mobile point of sale promotion made for better shopping experience
• More than six in 10 retail managers agreed that they need more real-time information to ensure that customers are satisfied
What Does This Mean To You?
As we embark on a new year, it’s time to take a fresh look at how your company utilizes technology. Many small companies cannot afford to outfit their sales staff with mobile devices, but would it be worth it to install free wi-fi and stipend customer service staff for part of their data plan? While this investment might be tough during budget conscious times, it could end up saving you money and customers in the long run.
• Over 70% of shopping-related walkouts resulted in lost sales
• Each abandonment occurrence resulted in an average loss of $118
• Retailers can recover 69% of out-of-stock incidents if retail associates can offer in-store ordering and home shipping
A strong mobile strategy will not only help engage consumers but also help you generate more in-store sales and stay connected with your staff. For more information on becoming more mobile-ly enabled, please contact your Orlando Sentinel Media Group representative or:
Advertising Research Manager