As retailers struggle to seek solutions to difficult business challenges today, it is essential to remember the frontline retail workers who held the economy up during the pandemic. While often under-appreciated and undervalued, they deserve recognition and acknowledgement for the dedication they have shown. But, beyond that, retail leaders need to rethink their approach to the sector, starting with a more human and empathetic approach.
When times are tough, it is all the more important to give workers confidence that their needs and concerns are being heard. This starts with leaders being agile and facilitative in their approach and reinventing existing practices in an open and collaborative way. Additionally, recognizing the potential of digital sophistication to empower retail workers with additional responsibilities and challenges is also essential. This can help create a pipeline of future leaders, as well as open new roles outside of a purely brick-and-mortar model. Technology plays an equally important role in this – from helping frontline workers make decisions faster to introducing applications that make manual tasks obsolete. In this way, retail businesses can create an omni-connected workplace in which employees feel more connected and engaged.
Walmart is an example of a major retailer investing in this kind of workplace transformation with their workplace app. This app uses a combination of artificial intelligence and digital technologies such as augmented reality, camera vision and AI to simplify employees’ daily tasks and serve customers. It also allows employees to easily plan their shifts, access company training modules, and improve life outside of work.
Whether it’s a big business like Walmart or a smaller retail organization, their workers are the backbone of successfully navigating turbulent economic times. Ultimately, retail leaders need to be the ones to create an engaging and rewarding environment that champions and supports those working on the front line. That way, everyone can benefit from a prosperous retail sector.
