Category: Retail

As I write this, the retail industry is in the home stretch of the holiday shopping season, and the news is enough to make even the Grinch smile.

Retail sales are on track to rise between 8.5 and 10.5 percent this holiday—the largest growth rate on record. Shoppers returned to stores in droves this season, with foot traffic up 48 percent from last year (although still below pre-pandemic levels).

The retail industry has proven its resilience despite persistent supply chain challenges; leading retailers have become “logistical ninjas” in order to meet consumer demand, according to the president of the Retail Industry Leaders Association.

By almost every measure, Holiday 2021 is looking very merry indeed—unless you’re a store associate.

The retail associate paradox

For many in-store workers, the record-breaking shopping season means extra headaches dealing with unreasonable customers, the stress of working harder, longer hours and only a brief respite before the onslaught of holiday returns and after-Christmas sales.

There’s a paradox at work here. Retail sales are soaring to record numbers, yet retail associates are leaving their jobs at an unprecedented rate.

According to U.S. Labor Department data, a staggering 721,000 retail workers quit in August, making up a large proportion of employees in the Great Resignation of 2021. And who can blame them?

Rude behavior wasn’t always the norm

The title of this recent Business Insider article says it all: “Rude shoppers are fueling America’s crippling labor shortage.” Rude treatment of store associates and restaurant workers is nothing new, but it’s gotten worse during the long pandemic.

As the article points out, while retail associates were hailed as frontline heroes in the early days of COVID-19, they’ve increasingly borne the brunt of shoppers’ frustrations with mask mandates, long checkout lines and product shortages. Grocery workers died from COVID while keeping the doors open to serve customers, and some retail workers have been killed by gunmen while trying to enforce mask mandates.

It wasn’t always like this. My mom spent her working years in retail, first in accounting and then in the credit department at Sears (back when it was actually a great retailer). She had stock options, decent pay, benefits and a job she looked forward to every day.

This used to be the norm for retail. But as retailers focused on cost-cutting and low labor costs, employees increasingly became “commoditized and somewhat dehumanized.” And the effects of the seemingly never-ending pandemic have led many retail associates to say “enough.”

Retailers are stepping up in response

To their credit, a number of large retailers have stepped up.

Retail Dive recently reported that retailers such as Walmart, Kohl’s and Amazon “are betting on higher wages, bonuses and even tuition assistance in a bid to woo potential candidates.” Nordstrom is one of many retailers that is offering competitive pay and generous employee discounts of 20%. Target’s new associate mobile app lets them add or swap shifts to better fit their schedules.

As Business Insider points out, ”retail businesses are realizing that they need to address working conditions, wages, and career prospects if they want their jobs to be seen as desirable.”

Some of the best retailers are taking a hard line against rude behavior.

“Dick’s Sporting Goods has a “zero-tolerance” stance regarding disrespectful behavior toward team members,” according to Fortune. “This includes a hotline number for employees to call if they feel they have not been treated with dignity and respect. Customers who shop in the store also can use the hotline. The stance empowers store managers to escort customers from the premises when efforts to de-escalate conflicts do not succeed.” Dick’s head of inclusion and diversity said that employees have been escorted from the store for using abusive language and some have been asked not to return.

After years of focusing on creating better customer experiences, retailers are finally paying attention to the associate experience. It’s essential, too, if the retail industry is going to carry over some of the momentum of holiday 2021 into the next year.

Shoppers can make a positive impact too

As shoppers, we have a role to play, too.

Every year the head of the school my kids attended told the students she expected only three things of them: “Be kind, be kind, be kind.” The tagline for season two of Ted Lasso is “this year, kindness makes a comeback,” and it can’t come too soon for retail workers.

We may be impatient, frustrated and overwhelmed with the demands of life and the holiday season, but we can’t take it out on the restaurant staff, store associates, delivery people and countless other retail workers we encounter.

Working in retail has never been easy, but it’s especially difficult today. A little empathy on our part can go a long way in helping retail workers feel appreciated.

As a store associate told me this weekend, “It’s been a really busy day. People just need to be patient–and most of them have.” Hopefully that trend will continue, throughout the holidays and into the new year.

Happy holidays from all of us at Ketner Group!

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Ketner Group is a PR and communications agency that’s passionate about retail and technology.

We help retail technology companies build brand, drive demand and grow stakeholder value. We’d love to hear from you! Contact us…

As someone who never considered herself a “tech nerd” before joining Ketner Group, I would not have predicted that I’d be be jumping at the chance to try out new store technology. But after nearly two years of talking about all things e-commerce, personalization, omnichannel retail, etc. and hearing our clients describe their impressive innovations – I have developed quite an interest in the technology that powers our daily lives.

And what e-commerce platform is arguably the most pervasive to our day-to-day? None other than Amazon. With its user-friendly interface and convenient delivery options, we all rely on Amazon at least once in a while. But ever since the digital-first retailer entered the brick-and-mortar space and started changing the way we shop I’ve been interested in checking it out.

I’m fortunate enough to work in Ketner Group’s NYC office, so I was just a short subway ride away from the Amazon Go store on Manhattan’s Lower East Side. But for those of you that were curious about how the Just-Walk-Out technology works, yet don’t have such easy access to the new-fangled store, I’ll walk you through my experience.

Setting the shopper expectations

After initially looking up the store to plan my excursion, I was surprised by the hours. Amazon Go stores in New York City all close by early evening and remain closed all weekend. As a nine-to-fiver, this confused me – the times seemed to limit the number of people who could try out this cool, new buying experience. However, after reading more, it all made sense.

The Amazon Go store was never intended to replace a trip to the grocery store or your favorite department store (although, Amazon is looking to create a department store in the near future). Instead, this store was designed for the nine-to-fiver who forgot their lunch or needed a quick snack during the day. The shop only sells grab-and-go meals, packaged snacks, and drinks.  

First impressions of Amazon Go

When the subway came to a stop on E 53^rd and Lexington Ave., I emerged from the exit and immediately saw the Amazon Go sign. A perfect location for a store appealing to white collar workers, the store is right in the center of tall office buildings and less than 40 feet from the popular subway stop.

From the outside the store looks sleek. There is a simple black awning with the recognizable Amazon logo and a sign that promotes the products on one side and explains the unique technology on the other.

Next, I saw the Amazon lockers just inside the first door. This is another example of Amazon’s easy delivery options because this central location is convenient for workers looking to pick up their order from a secure drop box on the way home. After taking in the façade and the lockers, it was time to go inside.

Scanning in: two options

Upon entry you have two options: scan your palm or scan a QR-code. The latter is simple, you just open the Amazon app, tap “in-store code” and scan the QR-code that comes up. The former option connects your palm to your Amazon account after you first set up the technology, only once, at a kiosk by the front door. In under two minutes, you can unlock this option, making it so you don’t even have to take out your phone and navigate to the app to enter.

Intrigued to see how it worked, I chose the former and set up my account at the kiosk so I could simply hover my palm over the sensor to open the turnstile gate and begin my shopping journey.

The in-store experience was unusual

My first thought once I made it past the front gate was the lack of inventory. To be fair, I went to a store clearly designed for the nine-to-five worker at 5:20 p.m. on a Friday, but I was surprised by just how many shelves were empty. Regardless of time, grocery stores rarely look like this, unless it’s the toilet paper aisle during a global pandemic.

Almost all of the grab-and-go meals were sold out, and many of the snacks were missing from their aisles. And there were no employees restocking because there were no employees at all. The only people in the store at the time were me and one other shopper who came in, grabbed a soft drink, and ran to presumably catch his train home.

Despite the store being understocked, it was extremely clean. I never saw anyone cleaning, but I’d assume that an employee comes in (or checks one of the hundreds of cameras) every so often to make sure the place is neat.

Skipping the line

The main pull to Amazon Go is, of course, the Just Walk Out technology. According to Amazon, gone are the days of having to wait in line and speak to a cashier, or even scan a barcode at self-checkout. Now, if you identified yourself on the way in and your Amazon account is linked to a credit card, all you have to do is pick up a product, in my case a granola bar for the walk home, and head out the door. It feels like stealing!

My gut instinct after leaving the store was to look around and see if anyone was waving their hands at me trying to catch me before I rounded the corner with the stolen snack. But I had paid, and I had followed the rules of the revolutionary store – that’s really all I had to do. The cameras and sensors in the store and the technology that links your phone’s Amazon account to the in-store experience do all the work.

About five minutes after exiting, I received an email thanking me for shopping with Amazon. The email contained my receipt and a summary of my visit including the length of my trip. My credit card was automatically charged for the right amount and my shopping journey was complete.

Amazon Go has pros and cons

The Amazon Go store was undoubtedly cool. The convenience of just grabbing what you want and leaving, without any lines or conversations to slow you down, is unmatched and the excitement of scanning into a store with your palm was unique.

But at the same time, I’m not so sure I’m ready for the traditional in-store experience to fall by the wayside either. The experience felt impersonal and the comfort of knowing there is an in-store associate ready to help you in a normal store was missed.

For the grab-and-go lunch rush or mid-day snack crowd that Amazon Go is trying to appeal to, the frictionless experience is ideal, but for the everyday shopper, the Just Walk Out technology may not be the latest and greatest.

Keep the conversation going

Interested in talking more about Amazon Go and other retail technology trends? We’d love to keep the conversation going. Reach out to us to learn how we help retail tech companies create captivating communications campaigns.

In November, we had the pleasure of being joined by Gary Hawkins, founder and CEO of the Center for Advancing Retail Technology (CART), on KG Connects. Hosted by Ketner Group CEO, Jeff Ketner, Gary walked listeners through what the digital evolution of grocery means for retailers and shoppers alike.

CART connects retail to new innovative capabilities through programs, events and education. Additionally, Gary is a highly sought-after strategic adviser and speaker, as well as a board member of companies that bring game-changing capabilities to market. He has written three books, Retail in the Age of i being the latest.

Below you can find a full summary of the webinar. If you’d like to view it on demand, you can check it out on Zoom here.

Retail 4.0: What the future of grocery retail entails

To set the stage, Gary and Jeff first discussed Gary’s latest whitepaper, “Retail 4.0: The Age of Metamorphosis” reveals the current and future changes expected in the grocery industry. There are three key themes Gary focuses on.

The first is the blurring of reality.

As Gary explained, “The world of digital, the online world is meeting and fusing together, melding with the actual physical world. As these things come together, it’s absolutely beginning to change and transform how we shop.”

The majority of people use their phones while they shop, which, according to Gary, opens the door to not only incredible amounts of information, but also augmented reality. As augmented reality technology continues to improve, the in-store experience will begin to utilize it more and more. 

The second theme is the automation of business practices.

“Instead of a physical robot, we’re talking software robots that can begin to automate the decision-making process in a growing number of areas across the retail organization.”

The third theme is the opportunity for traditional retailers. Specifically, the ability for these retailers to, “play the exponential value creation game building out their digital networks.”

Who’s spearheading the future of grocery retail?

After the closer look into Retail 4.0, Jeff asked a rather simple question, “Who is doing it right?”

Who else but Amazon?

“The new Amazon Fresh Farm…They’ve brought Alexa into the store now,” Gary described, “if a shopper has a question, they don’t have to seek out a clerk, they simply go to an Alexa station and ask their question.”

Which ties right back to the first key theme in Retail 4.0.

The pandemic’s impact on retail

When asked about the role of COVID-19 on the grocery industry, Gary had one word—Accelerant.

“Before [the pandemic], online grocery was maybe somewhere around one or 2% of sales. Literally overnight, retailers experienced a doubling or triple of online sales. I’ve talked to some retailers that saw even 5x or 6x of online sales growth. Simply exploded.”

Gary continued by explaining that the growth has plateaued, allowing retailers to reassess their systems and ensure they are prepared for the foreseeable future.

He also noted that, “for an industry that has almost resisted innovation and change for the past 100 years, when they need to, retailers can move really fast.”

One area where he saw this unusual speed was employee communication. Retailers, typically through apps, were able to push out training for sanitation, coordinate messaging and rapidly changing scheduling for every associate.

Grocery innovation on the horizon

Being at the forefront of new technologies, Gary sees a lot of interesting new startups enter the retail space. One area that he is watching with a keen eye goes right back to the first theme of Retail 4.0: augmented reality.

“I saw a stat recently from Gartner that over 100 million people are using AR primarily through their smartphones. I think we are simply going to see that explode in the next 12 months as Apple introduce their smart glasses,” Gary continued, “I’m really looking to that technology to transform the shopping experience.”

Marketing to the individual shopper

Augmented reality isn’t the only cutting edge. Gary also lauded AI and machine learning’s current and future potential, as well as its ability to power key business systems such as personalization.

“It’s helping to facilitate the automation of different decisions. For example, it is more efficient for a mass retailer to go to market on an individual customer basis than it is to go to market with traditional mass promotion.”

While it would seem that meeting the individual preferences of shoppers may be harder to achieve, Gary explained that, at scale, the 1-to-1 marketing tactics will, in-fact, smooth supply chain issues by removing the spikes in unit sales caused by mass promotion.

While there are challenges to implementing this method, they aren’t caused by technology, but by retailers and brands themselves. Gary stated that retailers need to move away from over a century of thinking about how they do business.

This includes brand promotions as well.

 “When you shift to a true 1-to-1 model, that changes how brands pay retailers to promote their brands to shoppers on a mass scale.”

The 2021 digital retail experience, and beyond

The fact is, in twelve months, we may find a very different retail experience in grocery stores that are on the cutting-edge of technology. Online grocery has had a major impact on the physical store, and Gary expects to see stores become hybridized between a traditional grocery store and a micro-fulfillment center.

“Every retailer is now focused on making online retail profitable, and when you’re sending people up and down the isles to fulfill those orders, it’s tough to get profitable,” Gary said.

Gary is seeing a, “stampede,” toward the automation and micro-fulfillment side of grocery retail. He expects that stores will begin to move the micro-fulfillment center to the back of the store, while the front half focuses on fresh foods and customer experience. Experience being the operative word according to Gary.

“If that store can’t provide an experience to get shoppers out of their home and into the store, they won’t be there,” and because grocery delivery is so prominent, he explained that, “the days of utility shopping are gone.”

Breaking into the grocery technology market

Gary was asked, “how do new technology companies market themselves to retailers?” While the inability to meet face-to-face makes marketing a challenge, Gary offered a bit of advice.

“Understand the space, the retailer’s challenges and needs and then work to craft that vision and story about why the retailer should be talking to you. Retailers need to focus on the vision — what’s coming — because things are moving really, really fast.”

Regional grocers can utilize technology to keep up with major retailers like Walmart. According to Gary, “it’s not about access to the technology, it’s about can that regional retailers change their culture? Can they move faster? Deploy things faster? Can they change their processes and how they think about their business?”

Hear it direct from Gary and sign up for the next KG Connects

If you’d like to watch the whole webinar, you can watch it on demand anytime.

The last one for 2020: Where in the H*LL Does the Future of Work Go From Here?”

As we wrap up 2020, we’re looking toward 2021 and how work will change even further than it has over the past year. Join Carolyn Birsky, Daniel Oppong and Sterling Hawkins as we dive deep into how to maintain a culture, recruit talent and keep some kind of normalcy all while remote. We look forward to seeing you! Register here for free.

In our latest KG Connects webinar series, we heard from Jackie Trebilcock firsthand about the work that the New York Fashion Tech Lab (NYFTLab) is doing to empower women-led fashion-tech and retail-tech companies.

Jackie is the managing director of NYFTLab and boasts over 15 years of experience in fashion, technology and business development. She has spent much of that career working with entrepreneurs to grow their vision and companies via strategic planning and relevant industry introductions.

Elevating fashion-tech companies

For the past eight years, NYFTLab has facilitated partnerships between growing companies and big-name global brands. Founded by Springboard Enterprises, alongside key fashion retailers, NYFTLab’s mission is to support women-led companies that have developed incredible innovations merging fashion, retail and technology.

Through the connections to capital and retail partners, Jackie describes what NYFTLab does as, “a business catalyst…our whole goal with this is to provide more exposure and a platform for the companies to share what they do.”  

This is a sentiment echoed by co-founder and CEO of HaftaHave, Amanda Latifi, a 2020 Lab participant.

“The connections and relationships that Springboard and Jackie have forged with top brands and marketers in the retail industry is bar none,” Amanda said. “This is not VC’s telling retailers about emerging tech, but retailers selecting emerging technology to work with based on known needs and pain points.”

NYFTLab is empowering women and emerging tech

NYFTLab is highly focused on a particular group, recruiting women-led early and growth-stage emerging technology companies. While that description might be narrow, the areas of interest for the Lab are anything but. AR/VR, blockchain, data analytics, content marketing, supply chain and so many more technologies are welcomed into the fold.

Participants in the Lab have hailed from all over the globe. From Paris to Singapore, anyone from anywhere can apply to the NYFTLab program. The Lab also partners with brands and retailers from outside of the U.S.

“It’s becoming increasingly more global than it was when we started,” Jackie said.

The next generation of fashion technology

The 2020 Lab featured eight companies that represent the cutting edge of fashion and retail tech: Reflaunt, Becoco, Sozie, Zoomlook, Futureproof, Change of Paradigm, Heuritech and HaftaHave.

While the participants were selected in February, the fact that they are pushing the bounds of technology means that they were well-poised to take on the unique challenges that 2020 brought.

When asked about the intersection of technology and fashion, particularly in the pandemic, Jackie said that, “everyone needs to think differently. The consumer has been really changed and challenged as to how they can shop how they used to. All of this has created a huge opportunity for new companies to come to the forefront.”

Watch this webinar and sign up for the next KG Connects

To learn more about the NYFTLab and the 2020 Lab participants, watch the webinar on demand.

On deck: Grocery’s Digital Disruption: What’s Ahead for 2021

The world is changing at a breakneck pace, and retail is no exception. Mark Fairhurst and Sylvain Perrier, creators of the “Digital Grocer” podcast will focus on what’s ahead for grocery retailers in this fireside chat featuring special guest host Jeff Ketner. We look forward to you being there! You can register here.