2016 Achieving Excellence in Retail Operations (AERO) study

Retail Operations: People AreStill the Best Investment

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2016 AERO study

There is a clear trend of smarterretail: Companies are investing inaligning store operations to theomnichannel environment.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

2016 AERO study

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Omnichannel has transformedretail: Gone are the days whena store was judged solely on therevenue generatedwithin its fourwalls.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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2016 AERO study

As retailers continue tomake big omnichannelbets, consumers areonly demandingsmall steps.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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Consumers aremost interestedin retailers fulfill-ing promises:getting their productswhen they were toldthey would, ratherthan getting themimmediately.

2016 AERO study

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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2016 AERO study

And while retailers are investingin social media, consumers expecta lot lessmost say they use it onlyfor getting discounts.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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2016 AERO study

Meanwhile, retailers arestruggling to measure returnson their significant investmentin store technology.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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2016 AERO study

Little of thetechnology thatretailers areacquiring goesto helping storeassociates dotheir jobs better.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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2016 AERO study

Store associates are the unsung heroes of retail: Customers say that experience and service have the greatest impact on their in-store shopping.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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2016 AERO study

The workforce needsmore support to doits most critical task:delivering superiorcustomer service.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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2016 AERO study

Investments shouldfocus on the corefundamentals ofsupporting storeassociates: training,incentives, careerpaths, and corporatesupport.

https://www.atkearney.com/consumer-products-retail/achieving-excellence-in-retail-operations/current-research/-/asset_publisher/4yX7ptwcqvRs/content/2016-achieving-excellence-in-retail-operations-aero-study/10192?utm_source=SlideShare&utm_medium=social&utm_content=20160516SS1&utm_campaign=2016GlobalAERO

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