Book review : Dont sweat the small stuff

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Role of a store associate in an omnichannel world

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I continue to write about this topic which is a huge part of any orgs. digital strategy & process management.  No level of technology will really help if the omnichannel strategy for a company does not pay attention to the store associates and their enablement in the digital world. Here is my view on what a new age customer does, where do they need interaction & how could store associate really make a difference. A new age customer will: Not be unnecessary circling the stores. Will know what he/she wants and most probably checked everything before walking into the store. Will like to reserve their item [BOPIS] for a hassle-free scenario Otherwise, Will definitely check the availability of an item in the store before coming in Will use self-checkout Will use mobile payment options However, there are going to fewer of the scenarios, where he/she will reach out to a store associate. This will not be an ordinary scenario.  This scenario will usually mean: They can't find w...
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Amazon go- The future is looking really cool

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This week, Amazon finally launched Amazon-go store. Yay!!! This store has been in testing for over 1 year and was open to Amazon employees in between, for well not shopping but test driving. That must be fun test, on Amazon's dime. Instead of training the employees to run the store, they were training the zillions of cameras, sensors and working on recalibrating the processes.  Reports were that when things were moved around[ scenario , where you walk in with your child and they let loose ], there were errors reported. However, most of that seems to be perfect now. It's a big step forward for everyone and that's why every media outlet is going ga-ga and every retailer is sweating. For those souls, who don't what Amazon go is? I know you are there! It's a physical store, launched by Amazon as an extension to their online giant brand, and also as an experiment to disrupt typical retail. how is disruptive, you may ask? There is freakin no checkout lane, and there is no...
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Are stores headed for complete downfall in retail?

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There are tons of news in the past 5 years where the stores in the retail industry are heavily impacted. Most of the large brands (RadioShack, Sports Authority, Kmart, Aeropostle) and many more which have declared bankruptcy, and there is often news about Major stores which are doing well over all, closing a number of their store locations(Walmart 159 locations, JC penny- 140 locations, Macys around 15% of their locations). They are unable to keep the stores and business afloat. Could they continue to sell their products, sure. but the costs of running those large stores, the declining margins leave businesses to not be profitable anymore. But why is this happening, and are stores headed for a complete downfall in the retail space? I am in particularly talking about the North American market which I can see in front of my eyes. Let's explore & dig deeper. Why are stores in so much pressure? The holy grail of $$$ from stores is directly proportional to the footfall of customers ...
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