Automation, machine learning, and artificial intelligence have been driving the narrative around the retail industry in recent years whereas the people element has been somewhat sidelined. It has certainly not been seen as a central plank of the future for the sector.
But we are seeing evidence of a growing realisation that it is people that are the real differentiators for retailers and that they are the most valuable component in generating loyalty among shoppers for retail businesses and brand owners.
This reappraisal of the value of people is taking place across entire organisations – from stores to call centres, and from senior management to those lower down the ranks. In the store environment their value is clear, according to recent research from Reflexis, which found 78% of people say good service drives loyalty and 87% find the ability of store associates to guide and advise them during the purchasing journey as important.
Read the full article from the Retail Insider here.