This year is a big one for the retail industry. The industry has high hopes for 2024 after a series of setbacks to retail business models, including a global pandemic that kept people at home and subsequent high inflation and shocks to global supply chains and labor markets. .
That means many people are focused on finding ways to reduce friction in the shopping experience. One common friction point is when store associates have trouble helping customers find what they're looking for. “If store associates are experiencing friction, customers will feel it too,” says Andy Sanger, director of strategic industries at CDW.
Biztech met with Zanger and other retail technology veterans at NRF, the industry's annual trade show, in January to discuss ideas for reducing friction.
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Strong Wi-Fi and accurate databases simplify customer service
Equipping retail employees with the right technology, especially high-quality handheld devices that connect via reliable Wi-Fi to real-time, accurate inventory databases, is the best way to eliminate friction points. Yes, says Matthew Giste, global retail technology strategist. Zebra Technologies.
“The overwhelming feedback from frontline workers is that they feel more valued, work longer, and do a better job supporting our customers,” he said. say. “Retail decision makers think so too.”
Retail employees, on the other hand, want to use familiar technology, especially phones and tablets with easy-to-understand interfaces, said Nick D'Alessio, senior business development manager at Brother Mobile Solutions. “Employers need it as well, because they need to enable their employees to learn quickly as things continue to evolve,” he says.
