It’s no secret that self-service kiosks are replacing human cashiers at stores across the country, and word has it that Amazon even has a patent for a completely automated store on the books. Automation in retail stores is growing, and it appears it will only continue to do so. This means it is up to retailers to keep their eyes on automation trends.
Firstly, automation is being used to offer customers self-service options. This means customers can pay themselves without needing the help of a salesperson. Secondly, retail automation is increasingly app-driven. With apps like Starbucks Order & Pay App, customers can make an order, pay for it, and pick it up all without having to interact with an employee. These techniques can be a great way to save costs, particularly for small businesses with a limited number of employees. Customers are increasingly shopping on their smartphones, and it is only a matter of time before online shopping and shopping in brick-and-mortar stores merges with the help of these kinds of automated apps. Order something online and pick it up in store on your way to work.
So, will automation replace human labor in retails stores? Not just yet, it would appear.
Human interaction is very important for retailers. Our research shows that, in hardware stores 40 percent of customers prefer to go into a store to get advice, and 59 percent prefer to see items physically before buying them. And 28 percent of grocery shoppers say having friendly, helpful staff is one reason why they buy from that store, explained Nick Carroll, a retail analyst at researcher Mintel.
While you want to be aware of retail automation trends, don’t fire all of your human employees just yet: Customers still prefer interacting with a human to a robot.
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