As retailers continue to test new in-store solutions to cut costs and accommodate labor shortages, it is essential to consider the impact had on the customer. Nick Kramer outlines the potential implications of these new retail solutions on the in-store shopping experience in this Retail TouchPoints article.

Nick explains how new solutions that replace employees, such as retailer apps and other tech, should be designed to enhance the in-store shopper experience stating, “Understaffing contributes to theft and shrinkage in general, but it also creates an increasingly impersonal feeling for offline shopping.”

He also emphasizes the importance of creating a superior experience to online shopping, “The fact that so many customers are conducting research on their own devices while in-store creates a barrier. Customers may feel that the store’s CX is worse than what they can get on their phone.”

He continues saying, “Overall, tech needs to be more integrated with the shopper experience, including the social and omnichannel aspects.”

Read the full article HERE.