Cultivating the Super Associate
In addition to creating experiences to draw customers to the store, retailers are striving to offer a personalized experience. Eighty-nine percent of retailers listed personalizing the customer experience as a top strategic priority in the RIS’ “2018 Store Experience Study.”
Experiential physical locations and personalized path to purchases require associates willing and able to provide a high-level of service. Leading retailers are equipping their enterprises with cutting-edge workforce management software to ensure associates are in place when demand strikes and are armed with the tools to turn shoppers into buyers.
Maureen Connors-McBride, Dick's Sporting Goods
The next generation of workforce management technology can help retailers plan in real time. Fifty-two percent of retail winners want to put actionable information into the hands of managers according to RSR. Modern, cutting-edge workforce management solutions help make this a reality. It assists retail managers to quickly ensure staffing is at sufficient levels. The system can be used for multiple stores within the chain and employees can make themselves available at other locations. This adds flexibility for both employees and store managers In addition, the next generation of workforce management systems are able to seamlessly deliver the needed information on a single screen in a go-anywhere mobile app.
Companies utilizing the next generation of workforce management systems are finding a multitude of benefits including being able to give customers the service they demand. One such company is Dick's Sporting Goods. "Having a task management system on mobile devices allows associates and store managers to be on the sales floor,” says Maureen Connors-McBride, store communications project manager for Dick's Sporting Goods. “And be there and present for that right now customer instead of being stuck in the backroom trying to finish all these tasks from their desktop."
Conclusion
Rising customer expectations, regulations associated with scheduling, and the need to adjust in real time are making a feature-rich, workforce management solution an essential tool for brick-and-mortar retailers. As retailers continue to deal with the rapidly changing environment, a workforce management solution can make the ever changing road easier to navigate.