Retailers Adjust Employee Strategies to Meet Tech-Savvy Consumer Demands, New Study Finds

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RSR Research, an analyst firm providing market intelligence on retail technology trends, announces the results of its latest research report, "Enterprise Workforce Management: Redefining the Boundaries of Customer-Centric Retailing." The research finds that better-performing retailers identify employee empowerment as a key strategy for meeting the demands of increasingly savvy shoppers.

Retail Systems Research

Consumers now have more technology in their hands when they walk into stores than employees.

RSR Research's latest report, "Enterprise Workforce Management: Redefining the Boundaries of Customer-Centric Retailing," finds that better-performing retailers seek to empower front-line employees, in response to increasingly savvy shoppers. These findings are based on a survey of 134 retailers in the winter of 2009-10. The report can be downloaded at http://www.retailsystemsresearch.com/_document/summary/1076. The report is sponsored by RedPrairie.

"Consumers now have more technology in their hands when they walk into stores than employees. This can put the retailer at a disadvantage from the start of the shopping experience," said Nikki Baird, Managing Partner at RSR Research and co-author of the report. "Winning retailers recognize the issue, and are beginning to shift their workforce management strategies and investments towards a more empowered workforce. Front-line employees are not being displaced by customer-owned technology like mobile phones, but their role has to change."

"Survey respondents also expressed a desire to view their workforce more holistically," adds Brian Kilcourse, also a Managing Partner at RSR Research and co-author of the report. "Hourly workers are everywhere in the retail organization, and not only are retailers looking for a broader range of capabilities under the umbrella of 'workforce management,' they also seek some consistency in how those employees are managed across functions."

"Enterprise Workforce Management: Redefining the Boundaries of Customer-Centric Retailing" contains analysis of the business drivers, opportunities, and organizational constraints surrounding retail workforce management, as well as recommendations for managing hourly employees against the demands of the post-recession consumer. The report is part of RSR Research's ongoing efforts to provide market intelligence on retail technology trends, and can be downloaded here:

http://www.retailsystemsresearch.com/_document/summary/1076

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