The current scenario has changed and retail companies are experiencing constant changes thanks to phenomena such as process automation, the impact of digitization and constant changes of employees.
The role of technology and the values of new generations have transformed customer habits. E-commerce has grown in recent years and simultaneously investment in digital marketing and video consumption are at its historic peaks.
Customers are also becoming more demanding, looking for clarity, practicality and speed to get an item. In addition, thanks to the technology is very easy for customers to compare prices quickly, since they have all the information available in a mobile device.
This brings benefits as more efficient businesses, but in turn has challenges that companies must take on to avoid future problems.
It is important that all retailers, whether they sell in stores or online, harness the power of technology (e.g. smartphones, tablets and/or electronic devices) and make it a business benefit.
Many retailers are already using mechanisms and/or special offers as a hook to attract customers to their stores in order to finally make their purchases. In fact, more and more companies are integrating technology to their day-to-day life.
However, the use of technologies may be affected if there is no adequate training of employees to perform their duties, as required by customers.
Therefore, it is important to train employees to develop the competences for a certain position. The above aims to: (i) actualize and improve the knowledge and skills of the employee; (ii) increase productivity; and (iii) improve the skills of the employee.
It is important to support and value employees, as they are the ones who make the product or service possible and profitable.
For such reason, is important for the companies to perform continuous feedback even after an evaluation processes, to comment on the action plans and deliver feedback continuously to the team members, which in turn allows employees to communicate and participate continuously in the realization of such action plans.
Therefore, it is recommended for companies not only to comply with legal requirements of training (such as the incorporation of the Training Joint Commission), but that it is really sought to train and provide the best possible service for customers.
Moreover, due to the pandemic caused by the COVID-19 virus, retailers are in need of adapting, due to the significant impact on their business; especially, since countries around the world have decreed diverse measures, including but not limited to shut-downs and quarantine orders. Although, the retail sector has been among the least affected sectors by the nature of its activities. However, this type of companies are trying to manage significant supply challenges due to consumer panic, suppliers affected as a result of governmental restrictions, and even workplace shut-downs.
Based on the above, retailers are obliged to evolve in the performance of the activities, because the use of technologies has not only become pioneering, but also necessary to meet the needs of customers.
As a conclusion, it is clear that the use of technology is the new reality for retailers; therefore, the training of employees in technology matters is essential to carry out the daily activities.
For more information on these articles or any other issues involving labour and employment matters in Mexico, please contact Oscar De La Vega (Partner) of De La Vega & Martinez Rojas S.C. at ODelaVega@dlvmr.com.mx or visit www.dlvmr.com.mx.