From a pilot to the global project: How empowering in-store staff across 6 different geographies helped Levi’s, one of the world’s best-known brands, to boost their sales performance and increase staff productivity.
Inovretail piloted a staff empowerment project with Levi’s to help them boost their sales performance, whilst improving their conversion rates, basket size and transactional value. The success of the project is achieved through embracing the power of AI on wearable devices. Real-time individual targets and KPIs, dynamic notifications and customer insights allowed Levi’s sales staff to react immediately to customer’s needs, it all came together to provide a seamless store experience and drove excellent customer engagement.
KEY FEATURES DEPLOYED
Real- time individual sales targets & HQ comms
Omnichannel instant delivery
Real-time customer data & insights
Predicting staffing requirements at hourly levels based on sales data
Data-driven incentives calculation
Our Staff Empowerment Smartwatch solution uses future demand to predict staff requirements at hourly levels and drive individual targets. This has allowed Levi’s store staff to monitor their own performance against dynamic KPIs in real-time. Data-driven staff scheduling, and intelligent incentives calculation resulted in increasing productivity and workforce motivation. The project has improved store performance whilst driving sustainable development.
In partnership with Inovretail, Levi’s is currently empowering their store staff in 83 stores across 6 different geographies, leading one of the biggest smartwatch-based worldwide projects.
2017 has been one of the most difficult years for the retail industry. On the edge of bankruptcy, companies ask – What is going on and why is this happening?
Ruthless competition, the need to adapt to new technologies and a lack of investment in innovative solutions are causing retailers (and also other types of businesses) to collapse. This combination has led companies to deeper levels of recession.
According to Moody’s, the number of distressed US retailers has tripled since the Great Depression. In a general perspective, its report verifies that 13,5% of American retail and apparel groups are at risk of foreclosing and nearly 16% occurred during the Great Depression.
Big and small retailers such as Macy’s, Sears, Neiman Marcus, Crocs, or even Guess are some examples that are going through high levels of store closure. Sears is closing 10% of its stores and JCPenney is shutting down 14% of its business – the equivalent to 138 stores.
Stop. Inhale and exhale. We might be able to help you.
Retail business is highly fickle and too unpredictable. So, today, organizations that make data-driven decisions are at the top of their game than businesses whose decisions are driven by instinct.
Half of all U.S. households are now Amazon Prime subscribers – a single data-driven company that has realigned its organization’s culture to make sure that everyone knows the value of the data – and how to make the most of it.
Data has the power to outshine human intuition in a broad variety of scenarios, and for this reason, retailers benefit from a clearer customer understanding.
Being a data-driven retail business means measuring everything there is to measure. However, to improve performance retailers need to make sure the insights gained from data are used to decision making and, ultimately, that are more crucial to growth.
Firstly, data-driven decision making starts with the all-important strategy. This helps focus retailers attention by putting aside all the data that’s not helpful for their business.
To become more data-driven in 5 steps retailers should:
define goals and their own strategy;
identify key areas for their business;
optimize data targeting;
collect and analyze data;
lastly and most importantly – turn insights into action.
But, lets face it. Implementing these strategies and solutions it’s not easy. That is why 67% of companies still follow a traditional business model because they lack of understanding and ignore the capabilities and limitations of BI solutions. Moreover, 42% of business leaders think their company would need training and education and that they would also need to promote that culture internally among their organization. Finally, 39% are concerned about the financial investment and data management.
With small steps it is possible to improve performance and incorporate the learning into the business.
For example, companies who have enabled data-driven decision making and business intelligence solutions say that they have benefited from predictions on activity related to machines, customers or business health by 38%.
And, in general terms, 45% of organizations who have invested in business solutions and have become data-driven say that they’ve already got a positive impact on their businesses and 27% say they will have an impact on the next one to three years.
So, by becoming a data-driven retailers are able to:
Stay competitive among forward-thinking organizations that already use data to their leverage.
Concentrate their attention on the customer and enjoy a clearer insight into the customer and their circuit.
Be cost-effective – it can be costly to store large volumes of data. Retailers should put data to work and use it to the company’s advantage.
Detect new or anticipate opportunities, as well as expanding and raising more desirable conditions
In short, retailers who become more data-driven and invest in BI become more alert and are better able to answer to markets transformation and innovation.
Inovretail has broad variety of solutions for your business. Define your goals and we’ll help you achieving them by leveraging your data and turning your insights into action!
For an industry battling strong headwinds of change and one facing challenging overheads, it’s a critical question. The retail workforce, and the look and feel of physical retail space in the UK is rapidly changing, as traditional shopping locations merge into a more diluted combination of retail, leisure and hospitality. And these new spaces come with a digital twist. The advent of e-commerce – alongside various other developments in consumer behavior – has had a profound effect on what is expected of a 21st-century shop or retail business. One key influence of ecommerce on traditional retail is the consumer’s expectation of the three ‘I’s – immediacy, inspiration and intimacy wherever they shop. In many cases, in-store technology has aimed to help retailers and their staff bridge the digital-physical gap freeing them to deliver a better customer experience, but without fully achieving that goal. The technology retailers use now isn’t working The first wave of staff-empowering technology has had the wrong impact.
– iPads are being hidden away in drawers because they were getting in the way of the transaction – Rather than being used, the tablet is left all day charging on the shelf – One retailer continuously reported theft of the devices, because they simply could not account for all of them at the end of the day – Technology put in to secure the devices was often considered either too expensive or there was no space to locate it in boutique stores.
In the recent article of Silicon Republic published by John Kennedy, Inovretail was listed as a one of 12 amazing start-ups from Porto to watch.
“Inovretail is a data science player focused on advanced analytics tools that aim to assist retailers to improve their performance by making more informed decisions. Its creations include a wearable device called See-watch that empowers retail workers. Founded by André Sousa and Marco Soares, the company is backed by Sonae IM for an undisclosed sum.”
They say content is king online, and increasingly in physical retail, it is customer experience (CX) that takes on that regal moniker.
In order to deliver that all-important CX, stores are being designed in new ways – often with fewer products on show, brighter spaces, and a nod to the growing range of digitally-enabled services retailers now have as part of their offering. But central to CX success is the retailer’s overall service proposition.
Be it click & collect, ship-from-store for 90-minute and same-day delivery, or the straightforward inventory checks and product advice that in-store customers will regularly request, the service provided in shops must be flawless, especially against a backdrop of such intensive competition.
With prices often similar across the board and commodity items now available at the click of a button or swipe of a screen, in-store customer service is the differentiator for shops looking to attract busy consumers. It is crucial for retail executives and their store managers to do all they can to ensure their staff are up to the customer service challenge, and there are various ways of doing that.
Engaged staff = engaged customers
Retail is going through a challenging period, and according to the former managing director of Waitrose, Mark Price, retail employees are among the unhappiest of any industry in the UK.
The findings come from his new Engaging Works website, which was set up to help people find jobs and employment that make them happy, and which measures the workplace happiness of thousands of individuals. It found that against the 13 questions asked to workers around issues such as reward, recognition, empowerment and wellbeing, the retail sector scored worse than average.
In response to what Price describes as the most relevant question of all, “do you feel happy at work?”, 58% of retail workers said they were. That’s compared to an average of 65%, making it the second worst industry for happiness. There is clearly a lack of engagement felt by retail employees, and this is a dangerous place to be for the sector.
It cannot be underestimated how important it is to have engaged staff, who are up to date with efficient and understandable in-store processes, especially taking into account the aforementioned service-oriented scenarios facing shops today.
The last thing you want as a customer, when collecting an item that has been ordered online, is for the process not to be clear and to have disinterested staff who add unnecessary time to what should be a quick in-and-out shopping exchange.
I saw at the start of September Debenhams talking about how it has evolved its click & collect strategy over time to meet the needs of changing customer demands. At the onset of the multichannel revolution in the early 2000s, many retailers – including Debenhams – set up online order collection points at the back of their stores to try and encourage upselling, but over time they’ve realised that customers don’t want to navigate the whole shop to find their order. They want convenience.
If a store is large, or on multiple floors or areas, having an efficient process for customer collection is critical. When collecting their order, people don’t want to be waiting around while the assistant goes off to find the goods either. So, what’s the solution?
Digital assistants to the rescue
There seems great potential to utilise the growing trend for wearable technology across the retail workplace. With the right data science and systems set-up, these devices can be used to pass inventory information and other crucial order/delivery and operational messaging between staff.
It could be to instruct associates to retrieve the customer’s order at a time that will fit neatly with their arrival in a store, or it could be used to provide general information the customer needs about the availability of stock. Having that info ‘on the wrist’ can help retailers deliver seamless, valuable and face-to-face customer service.
With such a system in place, it is possible to implement a kiosk-based or mobile app-based approach, where a collecting customer can enter their required product details on arrival in a store which then feeds through to staff on their digital devices and informs them to get the product ready – or, at the very least, prompt them to go and meet the shopper.
Using technology at all stages of the customer service process also gives retailer yet more opportunities to gather data, which can be fed back into their operations to help them shape their business proposition as well as enhance their understanding of the shopper. Mark Price’s research about retail staff contentment is concerning, but with wearable technology, there’s an opportunity to better engage staff to help engage the customers – keeping everyone happy!
We are very happy to announce our Holiday Season initiative, where we want to show our support and effort for the local communities. This year we will be helping children from “Make a Wish” foundation. Together, with a small donation from each of you, we can grant a wish to one of the kids.
What is our goal? “Wishes can’t wait. More wishes are waiting to be granted – and these wishes need you.”
“Make a wish” foundation help to grant the wish of children diagnosed with a critical illness. The foundation believes that a wish experience can be a game-changer. This one belief guides them and inspires them to grant wishes that change the lives of the kids they support. A wish experience is frequently a source of inspiration for children undergoing difficult medical treatments. Wishes don’t just happen on their own. Wishes are only made possible through the donation of individual donors, corporations and other organizations.
How does it work? Together we can empower children’s wishes to come true! Starting today we will be collecting funds to grant a special wish for one of the kids. For every 1€ that you decide to donate, you are purchasing one star. Each star symbolises a part of a child’s wish and you can show your support by putting it up on the Holiday Tree. The more stars we have brightening our tree, the closer we are to make the wish happen. Every donation matters.