Photo Source: Retail Design Blog
Today there is a clear move in the payments industry to adopt mobile point-of-sale (mPOS) technology to either replace or complement traditional POS terminals1. A report on mobile commerce finds that 22% of smartphone-owning consumers have been to stores where tablets are being used as a POS device, with almost six in ten believing that tablet-using retailers are more innovative than those only using cash registers2. The report noted that 57% of respondents think retailers who use tablets and other mobile devices are more innovative than those who still only use cash registers, and interestingly found that 41% of these same consumers would rather see retailers replace cash registers with tablets, in order to make room for extra merchandise2.
It’s reasonable to conclude that mobile technology is on the rise. Often, when we read about mobile technology, there’s a large focus on the impact it has on inventory management, sales and customer engagement. Although these are critical for most retailers, it’s important not to overlook the impact of mobile technology on sales associates. In order to successfully plan your mobile strategy it’s essential for retailers to manage the change process. Retailers need to put themselves in their employees’ shoes in order to address some of the concerns they may have. Some associates may fear layoffs, others may be resistant to change or even question their capability of mastering the new technology. So how can retailers go about addressing these concerns? We call it “Cultural Change Management.”
Keep an eye out for next week’s blog post about the importance of Cultural Change Management.
Special thanks go to Parisa for having contributed to this blog post.