Martin Smethurst, Chief Customer Officer, VoCoVo:
The latest data on shop closures highlights a need for retailers to rethink their approach in an increasingly high-cost environment. With this week’s budget set to introduce further financial challenges, technology is playing an increasingly more important role. Investing in smart solutions, alongside empowering store colleagues with the right tools and support, will be crucial to help retailers streamline operations without compromising service quality and also remain competitive, despite rising costs.
Unpredictable and uncontrollable factors, such as staff shortages, fluctuating footfall, and growing customer expectations, add to the pressure. While technology provides the adaptability retailers need to ensure every customer has a positive experience, other strategies – such as improved staff training, fostering better team collaboration and ensuring staff feel supported – also play a vital role in helping retailers navigate these challenges.
Continued staff shortages in the sector will threaten the ability of retailers to offer that all-important customer service and keep their operations running smoothly. Equipping shop floor colleagues with the right communication technology can enable them to share knowledge, build new skills and be agile enough to take work across departments when needed, all without sacrificing service quality.
Service excellence will be a crucial differentiator in keeping customers engaged and loyal as more high-street stores face closure. A connected workforce means a better, faster customer service which ultimately translates to more sales. Increased sales for retailers can help reduce the number of store closures, creating a cycle of growth and stability.
For example, by equipping every team member with a wearable headset, colleagues are able to ask for assistance immediately. Headsets can even be linked with other technologies, such as smart shelving, to alert colleagues as to when stock runs low. This enables in-demand items to be replenished quickly, ensuring customer demands are met efficiently. By streamlining operations in this way, retailers can maintain high service standards even during periods of high footfall or staff shortages.
While technology may not solve all the challenges retailers face, it’s undeniably a critical piece of the puzzle. Retailers should consider rethinking how to get the most out of these smart solutions now to stay competitive and build stability for the future.
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