“What is my mobile strategy?” I believe this should be the first question every retailer asks themselves. Store experience should be driven by understanding how mobile solutions can enhance the customer experience and store productivity. A retailer’s ability to unplug and go mobile touches every facet of their business.
What areas are most affected by a well-defined mobility solution?
Customer Shopping Experience: You may have experienced this when you’ve either shopped online and picked up in store, or shopped in the store and had product shipped to your home. Mobile solutions improve the shopping experience by increasing the product selection to more than just the physical store—and the delivery method can be anything. Mobile solutions bring the power of online shopping into the store.
Training: Shoppers are often more knowledgeable than the sales team about products, especially products only carried online. A flexible mobile solution allows associates to learn the same way the shopper learns, and as a result, both can relate to each other in a more meaningful way. Mobile solutions bridge the gap between shoppers and store associates.
Employee Productivity: The available retail workforce is shrinking, and payroll expense is rising. A mobile solution ensures sales teams can be present when and where customers need assistance, while still managing operational tasks like communication, training, and inventory. Mobile solutions improve productivity and the customer experience at the same time.
Designing the right mobile solution is not easy. Every retail brand has different customer expectations and productivity requirements. As a National Solutions Provider, our role is to dig deep and be prepared to help our retail customers understand how mobile solutions can best affect their customer engagement and store productivity.
Brian Gallagher
Brian is the Retail Strategy & Business Development Director at Connection. Brian joined Connection in 2016 as the Retail subject matter expert (SME) after leading National Store Operations teams for more than 20 years. Brian has a deep understanding of today’s Store Experience and Customer Engagement solutions requirements and works collaboratively with customers and partners to create complete business solutions to drive customer engagement and revenues. Outside of work, he enjoys traveling with his wife and cheering on the Cleveland Indians.
