Thursday, April 29, 2010

World Retailing: Operations and Retail Staff Matter

In the Financial Times World Retailing this month, "Global view with a local focus" highlights the shift in emphasis on optimization of retail operations and engaging the retail staff to convert the shopper into a buyer/consumer.

"Don Williams, head of retail at BDO, says that if businesses have underlying operational issues, these will be thrown into sharp relief: “Tough operational conditions magnify issues mercilessly. You are going to be exposed if you have an operational flaw,” he says.

But Mr Hyman points out that retailing is not just about strategic vision. Having the right staff in stores will be a key weapon.

“One of the things that is really going to sort the men from the boys is store managers,” he says. “More and more, this battle is going to be fought on the sales floor, not in the boardroom.

“So having a brilliant strategy that is articulated in a compel- ling way in the boardroom is academic, unless it can actually be executed, which means . . your regional and store management, and staff loyalty, never mind cus- tomer loyalty, will play a much bigger part.”"

If you would like to read this and other articles in the World Retailing, download the complete file here.

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