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www.IndependentRetailer.com MANAGEMENT
The In-Store Experience: The
Search for Relevance continued from page 108 To this end, retailers tell us
they must maximize the return on the investment dollars spent on employees. On-fl oor staff will always be a requirement, but it does no good to have uneducated staff waiting around to take ques- tions about products they know nothing about. As a result, a larg- er number of retailers than just one year ago are looking to make their associates more productive (58 percent this year, compared to 50 percent last). The most no- table means to achieve this is by educating and empowering store employees with new technolo- gies (56 percent this year, vs 49 percent in 2010). Those technologies that can
be used to educate employees during down time are doubly advantageous. Consumers’ rapidly dwindling sympathy for retailers’ inability to meet their service needs, however and wherever they so desire, is driving change. Retailers have started viewing this as a vital component to the in-store experience; 77 percent of top performers identify the imple- mentation of technology as a very valuable opportunity to give the customer what they want in-store. The full report is available free of charge at
www.rsrresearch.com. ■
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