Barron McCann - Delivering Service Excellence

The New Role of the High Street

There is a new balance developing between high street and online retailers. Whilst industry experts have spent the past few years predicting the death of bricks and mortar stores, 45% of shoppers still cite the high street as their main shopping channel. Despite the rise in online shopping, seven in ten people actually prefer to make purchases in store after finding the item(s) they want online [1].

As traditional high street shopping begins to make somewhat of a return, retailers’ future strategies need to be considered. Many retailers have become increasingly ‘online focused’ in recent years, but it’s vital that they don’t leave their physical stores behind – by improving the balance between the two and offering multichannel shopping services, retailers can ensure they’re providing a competitive service to customers that want maximum flexibility in their shopping experiences.

Multichannel in 2017

Facilities such as Click and Collect continue to rise in popularity, and as such it is becoming increasingly important for stores to ensure their multichannel strategy is working smoothly, including how they process returns, so they can achieve the highest levels of customer satisfaction.

A major issue that retailers are encountering from multichannel services is an increase in impulse purchases followed by the inevitable returns. In making the shopping process as quick, easy and convenient for consumers as possible, shoppers have become more likely to change their minds, or order several sizes or versions of the same items with a view to returning the one(s) they don’t intend to keep.

When handling, and indeed anticipating, an influx of returns, retailers must ensure their in-store IT systems are fit for purpose, otherwise they’re likely to incur a range of issues when processing the return. IT issues at any stage of the returns process can increase the lead-time between receiving the return and processing the payment, causing issues for both the retailer and the customer and making it difficult for the retailer to keep track of items within their inventory.

It’s not just the IT team that this falls on however, as in-store staff must also adapt to new roles. Alongside front of house services and basic till processing, in-store staff may also need to advise on online ordering, Click and Collect options, and other multichannel offerings. Retailers need to consider how better to manage the skills gap and ensure current staff members are able to help with a growing range of customer enquiries. It is therefore important that as retail technology advances, so does the knowledge and training of all staff, to ensure a high level of customer service is provided.

Customers are fickle and retailers must cater to their wants and needs to provide a positive experience to retain their custom. With all the technological, economic and industrial changes that the retail industry undergoes on a regular basis, is it up to the retailers themselves to plan ahead and properly understand the market they are in. By maintaining a symbiotic balance between offline and online trading, businesses will have a much better chance of survival.

ENDS

Sources:

[1] http://www.retail-systems.com/rs/BookingBug_High_Street_Survey.php

 

 

Contributed by: Andy Duck –Business Development Manager at Barron McCann.

View one of our services

Project, Infrastructure and Deployment Services

Leading specialists delivering new site and store openings, major rollouts and ongoing IMACs

IT Procurement

Vendor Independent service, reporting on all aspects of performance, durability and design

Project Services

Employing one of the most experienced project management teams in the UK, focussed on delivering large scale and multi-site IT deployment.

Warehousing

Extensive Warehouse facilities, supporting the largest of IT Projects, Installations and Deployments

Stock Management

End to end stock management service

IT Build and Configuration Services

Fully integrated, dedicated build and configuration facility at our UK site

IT Installation and Deployment Services

Barron McCann’s PIDS team will manage every aspect of your project to minimise deployment-related downtime.

Managed Print Services

Our Managed Print Solution is designed to give you full control over print procurement and management.

Epos Maintenance

No device is failure-proof, so having the right EPOS support when systems fail is critical to help keep your customers happy.

P2PE Compliant Deployment and Maintenance Services

Organisations can greatly reduce the overhead of achieving PCI DSS by implementing “Point to Point Encryption”, or P2PE.

Change Management

We invest time to get the transition and continuing service right from the start

Service Management / Service Delivery

Showcasing our commitment to continued service improvement

Application Support

First-line support for Industry standard and customer developed, bespoke software

Service Centre

No Service Contract is the same, we tailor our service to meet the needs of each individual Organisation.

Logistics

Our logistics management team has real time visibility of all stock holdings regardless of location

Field Service Engineering

Company employed professional service team specialising in IT and EPOS Equipment