Watch this #CCSeries webinar on-demand: http://rtou.ch/2mGpV3d Your frontline employees spend their time with customers in ways that either make or break the in-store experience. Learn from five visionary retailers that use technology to empower their employees with mobile content. See how they elevated the in-store experience with higher quality employee-customer interactions. You will learn how to apply technology to: Ramp up peak season employees; Engage and motivate millennial workers; Provide faster, more effective onboarding; Drive operational efficiency; and Enable workers to do their jobs better.

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5 Success Stories Of Employee
Empowerment
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Retail Touchpoints: @RTouchPoints
Adam Blair: @adamblair29
Boston Retail Partners: @BRPConsulting
Inkling: @Inkling

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About Retail TouchPoints
ü Launched in 2007
ü Over 30,000 retail subscribers
ü To provide executives with relevant,
insightful content across a variety of
digital medium
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Panelists
MODERATOR:
Adam Blair
Executive Editor
Retail TouchPoints
Perry Kramer
VP & Practice Lead
Boston Retail Partners
@BRPConsulting
Shannon D'Alessio
Dir. of Professional Services
Inkling
@Inkling
Evan Seder
Sr. Implementation Manager
Inkling
@Inkling

7. Comprehensive Retail Consulting
7©2017 BRP. All rights reserved
Retail experts with retail backgrounds
Built with unique professional profile
u Managed by industry-recognized leaders
u Recruit experienced retail professionals with process, technology and operations skills
u Recognized expertise in all facets of strategy, selection and deployment of Point of Sale, Mobile,
E-commerce, Payment Security, CRM/Loyalty, Customer Engagement, Unified Commerce, Order
Management, Merchandising and Supply Chain solutions
Trusted advisors of acknowledged industry leaders
No exclusive partnerships or alliances with software or hardware providers
u Chanel
u Coach
u Rooms To Go
u MGM Resorts
u Michaels Stores
u Ann Inc.
u Tire and Battery Corp
u Brooks Brothers
u ABC Fine Wine & Spirits
About Boston Retail Partners

8. Comprehensive Retail Consulting
8©2017 BRP. All rights reserved
Luxury Insights Summit
2015
Media Articles
Thought Leadership
White Papers/Special Reports
Speaking
Engagements/Webinars
Industry-leading Surveys Industry Blog
Luxury Insights Summit

9. Comprehensive Retail Consulting
9©2017 BRP. All rights reserved
Olivia is exposed to subtle
messages from brands
throughout her day
Olivia is a resourceful shopper,
aware of savings - user
generated content
Olivia browses on her
phone, tablet, laptop or
physically in the store
Olivia prefers an efficient
process that saves her time
and is secure
Olivia has access to her
purchase as quickly and
easily as she desires
Olivia is pleased by her
streamlined transaction
and flexible service options
$
2. Research
1. Awareness
6. Service
5. Fulfill
3. Shop
4. Buy
Customer Journey

10. Comprehensive Retail Consulting
10©2017 BRP. All rights reserved
Top Customer Engagement Priorities for 2017
§ 70% of retailers are
focused on improving
the customer
experience by
identifying customers,
utilizing customer-
facing technology and
empowering associates
with information in
real-time
70%
57%
46%
33%
26%
Customer identification/ personalization of
customer experience
Customer mobile experience alignment
(mobile app/ website/ responsive design)
Empowering associates with mobile tools
Real-time retail (disseminating data across all
channels in real-time)
Customer-facing technology in the store
(digital signage, "smart" fitting rooms, etc.)

11. Comprehensive Retail Consulting
11©2017 BRP. All rights reserved
70%
of retailers indicate that
customer identification/
personalization
of the customer experience
is a top priority

12. Comprehensive Retail Consulting
12©2017 BRP. All rights reserved
46%
of retailers indicate that
empowering associates
with mobile tools
is a top customer
engagement priority

13. Comprehensive Retail Consulting
13©2017 BRP. All rights reserved
POS Hardware Plans by 2019
62%
58%
47%
43%
39%
34%
20%
16%
9%
2%
5%
2%
15%
3%
4%
29%
20%
29%
20%
18%
32%
52%
44%
60%
9%
22%
22%
32%
43%
32%
13%
37%
27%
Tablets
Hybrid POS (tablet that can be docked and
connected to peripherals)
Mobile devices (non-tablets)
Customer stations (flat panel display, AppleTV,
touchscreen, etc.)
Customer-owned mobile devices (Apple iOS,
Android, Windows)
Kiosks
Traditional POS terminals
Notebook/laptop computers
PCs/desktop computers
Increase Decrease No change No plans to use

14. Comprehensive Retail Consulting
14©2017 BRP. All rights reserved
Mobile Implementation Status
13%
9%
36%
20%
31%
35%
9%
9%
20%
22%
Mobile solutions for associates
Mobile POS
Customer-owned mobile device as POS
Implemented and working well Implemented but needs improvement Implement within 12 months Implement in 1-3 years
§ 80% of retailers plan to have an associate mobile app by year end
• 36% of associate mobile solutions in place today need improvement
• 31% of retailers plan to implement their first associate mobile application this year

15. Comprehensive Retail Consulting
15©2017 BRP. All rights reserved
w w w . b o s t o n r e t a i l p a r t n e r s . c o m
Perry Kramer
Vice President & Practice Lead
(617) 899-7543
pkramer@bostonretailpartners.com
2017 POS/Customer Engagement Benchmarking Survey

16. Elevating the in-store experience
without increasing labor costs.
THE CHALLENGE

17. Communicating Policies and Procedures

18. 1
2
3
4
5
6
Ramp up peak season
staff efficiently
Drive operational
efficiency
Engage and motivate
millennial workers
Provide faster, more
effective onboarding
Enable workers to do
their jobs better
Five Case Studies

19. Ramp Up Peak Season Staff
Efficiently

20. 20-30%
of annual sales

21. How do you ensure that temporary seasonal
workers have the tools and information they
need?

24. ● Mobile-ready documents and reference guides
● Up-to-date job aids so tasks could performed right every
time—even without full and proper training
● Loss prevention training to minimize holiday theft
● Enables seasonal associates to provide proactive and
effective customer service
Ramp Up Peak Season Staff Efficiently

25. Engage and Motivate
Millennial Workers

28. ● Digital native workforce engages with dynamic content
easily and naturally
● Each restaurant is equipped with inexpensive tablets
● Each store is equipped with inexpensive laptops
Engage and Motivate Millennial Workers

29. Enable Workers to do their
Jobs Better

30. Mobile-ize Employees

33. ● Highly searchable
● Online and offline access
● Always up-to-date
● Skill refreshers
Enable Workers to do their Jobs Better

34. Drive Operational Efficiency

37. ● Achieve scale in store ordering to reduce waste and
improve revenue
● Centralized procurement procedures
● Online and offline access
Drive Operational Efficiency

38. Provide Faster,
More Effective Onboarding

39. 80%
were not completing
the required training

41. ● Implemented a mobile enablement platform to increase
compliance and reduce turnover
● Quizzes and assessments are built into the content
Provide Faster, More Effective Onboarding

42. Best Practice Examples
CommunicationMobile SOPs
and Job Aids
On-the-job
Training

43. Thank You

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Please Share Your Feedback

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Q&A // Panelists
MODERATOR:
Adam Blair
Executive Editor
Retail TouchPoints
Perry Kramer
VP & Practice Lead
Boston Retail Partners
@BRPConsulting
Shannon D'Alessio
Dir. of Professional Services
Inkling
@Inkling
Evan Seder
Sr. Implementation Manager
Inkling
@Inkling

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