Imperative 1 – Become Omnipotent on Omnichannel
Omnichannel has been a buzzword—and trend—in retail for several years. But the distance between using the term and successfully implementing a seamless customer experience can be a long journey for retailers.
There are many elements to a successful omnichannel strategy. Supply chain may be one of the most crucial.
Stores in particular are a muscle that saw great development over the past year. Throughout the pandemic, many retailers launched or ramped up tactics like buy online pickup in store, curbside pickup, and ship from store. Leading retailers think of stores in the context of a market strategy rather than as a bunch of independent endpoints.
Are DCs and fulfillment operations sited in the right locations to meet customers’ expectations for ever-faster delivery? What store replenishment strategies lead to better performance on all-important inventory accuracy metrics? Are warehouse robots the best way to improve efficiency and productivity, especially in a challenging labor market? How can data and analytics better enable top performance on key customer metrics? It seems each question begets countless more on the road to omnichannel progress.
The array of omnichannel necessities is great, and the answers and priorities are different for each retailer. To successfully prioritize and thrive, retailers must be guided by the voice of their customer, and by their own core brand DNA.
To learn more about the 1st imperative in our Retail Speaks report, download your copy here. For additional information on RILA’s communities engaging directly on these topics, please contact VP of Supply Chain Jess Dankert.
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