Retail Asia 2018 RA September.October 2018 (Online)

few Laggards do. Manage schedules on the ﬂy Make analytics based store 21 % management decisions Manage back-room task on mobile Deliver store performance analytics 39 % based reports FOCUS 43 % 29 % Receive predictive analytics of customer behaviour Deliver store performance analytics based reports WHAT DO FRONTLINE EMPLOYEE 7 EXPERIENCE LEADERS DO DIFFERENTLY? 43 Make analytics based store management decisions % % 29 a % study of how 120 global retailers enable their frontline workforce, Based on Incisiv estimates retailers can achieve a 10% gain in sales and proﬁt by becoming Leaders in employee experience. Receive predictive analytics of customer behaviour Leaders understand a great customer experience begets a great 7 % employee experience. Compared to Laggards, Leaders are more with effective A 5X retailer $1B in annual at supporting these important customer experience use-cases revenue stands to training. gain ~ experience through modern tools and Leaders understand a great customer $110M annually begets a great employee experience. Compared to Laggards, by becoming a Leaders Leader are in employee 5X more experience. effective frontline at supporting these important customer experience use-cases through modern tools and training. Leaders are the exception, not the rule. Access to enterprise-wide inventory to convert an in-store out-of-stock scenario Provide product recommendations to customers CLICK & CONNECT 1 in 10 retailers are rated as Leaders according to Ensuring smooth click and Look up detailed Incisiv’s benchmark assessment collect, and online returns customer proﬁle Access to enterprise-wide inventory to convert an in-store out-of-stock scenario and other omnichannel customer experiences and history CLICK & CONNECT Provide product recommendations to customers Leaders focus on empowering their frontline Ensuring smooth click and Look up detailed through analytics. collect, and mobility online returns and customer proﬁle Leaders improve competitiveness and other omnichannel and history through customer experiences a All superior employee Leaders empower their store experience. managers and store associates with these critical capabilities, while By investing heavily collaboration, few in Laggards do. automation and predictive analytics, Leaders are able to: Manage schedules Manage back-room Leaders on the ﬂy improve competitiveness task on through mobile a 21 superior employee experience. % 39 % By investing heavily in collaboration, automation and predictive analytics, Leaders are able to: Make analytics Attract & retain the based store best talent management decisions 29 % 26 % Workforce Retention Attract & retain the best talent Be more effective, efﬁcient and productive Deliver store performance analytics Have happier based customers reports 43 % 9 % Receive Workforce predictive analytics Productivity of customer behaviour Be more effective, 7 % and productive efﬁcient 12 % Customer Satisfaction Have happier customers 26 % 9 % 12 % Workforce Retention Workforce Dig Deeper Productivity Customer Satisfaction Leaders understand a great customer experience Insights presented in this infographic are based on Incisiv’s benchmarking begets a great employee experience. study of 120+ retailers from . Detailed findings are available in the ebook: “What Digital Forgot: The Retail Frontline” Compared to Laggards, Leaders are the eBook 5X Download more effective 22 at supporting these important customer experience use-cases Dig Deeper through modern tools and training. presented in this infographic are based on Incisiv’s benchmarking Retail Asia Insights September/October 2018 study of 120+ retailers from . Detailed findings are IN PARTNERSHIP WITH available in the ebook: “What Digital Forgot: The Retail Frontline” © Copyright 2018 | Incisiv Inc. Download the eBook and be open to considering potential candidates with positive attitudes and an interest to upskill. “Personally, I have met and spoken to many candidates in the market who are willing to explore and take on new challenges, but are not given the opportunity to do so,” says Teh, adding that “employers should also constantly innovate to keep abreast of emerging technologies.” Xiaofeng Wang, senior analyst at market research company Forrester, highlights that maintaining talents is more important than employing, and motivating and training them are more important than managing. On top of that, the employee experience is even more important than customer experience, she adds. Overcoming hiring woes Biswas of Sendjobs observes that one of the common mistakes retailers make is implementing a centralised entity hiring based on credentials instead of practical experience, and ignoring soft skills when hiring, which often results in a poor fit and high employee turnover. While retail operations today are facing many obstacles, such as budget and technology evolution, it is still important to maintain staff engagement. In this regard, iDA Singapore’s Kafuku believes that retailers should avoid three important factors: 1. Merely fulfilling headcount 2. Reducing training quality and time 3. Lack of communication within the staff in the store “In their pursuit of footfall in stores, some retailers may have overlooked the importance of valuing their employees and investing in their career development. This will in turn lead to many retail staff treating their work as a job and not as a career, which will impact their service performance. “Retailers have a big part to play in raising the social status of retail professionals, through a proper career development plan for all staff. If their staff are able to raise service standards and bringing in business as a result, they should then be rewarded accordingly,” he maintains. Employee engagement can include empowering staff by allowing them to lead and drive projects, Robert Walters Singapore’s Teh says. This, in return, will engender the employees with a sense of ownership and responsibility. Retail workers are also more likely to feel empowered in their job roles when they are equipped with easy-to-use technology

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