The past 18 months have sent shockwaves through the high street. Stores now need to provide an invaluable role for customers and a clear reason to visit. Retailers must optimise in-store sales through the right technology and strategy to capitalise on the opportunities and ensure the best customer experience.

Here’s a snapshot of how Retail Hive members are transforming their stores for greater value for both their brands and customers. 

Source: Digital Boardroom with All Saints, Charles Tyrwitt, COOK, Kingfisher, Pets at Home, Crew Clothing, and recommended partner Manhattan Associates.
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</p> <ul> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>With Amazon recently opening their first contactless store in London, how are our members evolving their checkout process to accommodate a less crowded experience and breaking down that physical barrier between staff and customers?</span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>A common theme is trials of till-less stores with staff armed with devices to support the shift to cashless transactions. Staff can engage with customers, offer advice, and be available throughout the shop. </span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>When it comes to a mobile POS, you have to accommodate the basics and this includes far more than individual purchases; it’s the digital returns to store, store returns, click-and-collect, clientelling, as well as de-tagging and bagging purchases. And of course, it has to be efficient and easy for staff and customers. </span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>Do you have enough staff members – particularly with furlough – to be wandering the shop floor?</span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>Why not have a hidden till behind cupboard doors for any cash transactions?</span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>Do you implement a cloud solution for offline transactions for better resilience? A Hive member is implementing dual lines and a 4G emergency backup device for improved reliability as stores evolve to also function as hubs for fulfilment, shipping, packing, routing delivery vans, etc.</span></li> </ul> <p>
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</p> <ul> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>A seamless continuation from in-store to online is imperative for the customer journey yet throws up challenges for retailers.</span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>One approach is to focus on digital acquisition and engaging that new customer to become ‘part of the club’ rather than pushing sales. All activity, including social engagement, cascades and build-ups over time to result in those transactions.</span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>Taking this further is live streaming from the store and using apps for store teams to talk directly to the customer and provide that expertise and customer service. </span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>Many retailers are embracing digital commerce in-store, providing a physical showcase with an opportunity to purchase online in-store. This creates an engaging in-store experience, reduces returns, and increases SKUs without increasing the store footprint. It also offers a great opportunity for technology to do the upselling, outfitting, and provide more bespoke items that are not in store. </span></li> <li style='font-weight: 400; text-align: center;' aria-level='1'><span style='font-weight: 400;'>Are your store staff viewing online sales as a competitor? When one Hive Member credited online sales to their nearest store, in-store staff engagement with customers improved dramatically. They embraced eCommerce as part of the sales process, thus improving customer experience.</span></li> </ul> <p>

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