Industry experts are always stressing how important speed, agility andflexibility are to success in retail, but these words are more often applied todigital commerce than brick-and-mortar. But 2021, like 2020 before it, hasbeen a year when the regular “rules” simply don’t apply.
Physical store operators have had to manage the reopening of shutteredstores — and then scramble to find enough employees to adequatelystaff those stores in a suddenly tight labor market. At the same time, theecommerce surge generated by the pandemic has brought digital-storealignment to the forefront of retailers’ top store ops challenges. Consumer(and staff) concerns about in-store safety and hygiene, spurred by therecent rise of the COVID-19 Delta variant, along with varying local maskand vaccination mandates, continue to complicate nearlyevery aspect ofphysical retail operations.
The 10th annual Retail TouchPoints Store Operations Benchmark Surveyreveals retailers’ resilience in the face of these challenges, along with themultiple ways they are using technology solutions and process changes toconquer them.
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