What’s Next in Retail
We recently attended an A.G. Edwards® conference on retailing. Two dozen companies presented their views on how software could improve retail operations. All the presentations were uniformly excellent. They were also uniformly uniform. All the presentations, save one, focused on product – how to move it, stock it, mark it up, mark it down, reduce returns, and generally manage inventory.
Our presentation was, of course, the exception. We focused on associates working in the store. In our opinion, they have more impact on the shopping experience than any other single factor. They’re also the single biggest cost item. As Jamie Nordstrom noted in his keynote, the key to success in retail is motivated, knowledgeable associates. While we help our retail customers move products (and even manufacture them), what sets us apart in retail is helping customers find, hire, educate, motivate, and retain their associates. The product problem is being solved. Associate management is what’s next in retail.
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