Retailers, skills & tackling the online world

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Before settling in to 2015 I feel its worthwhile reflecting on Christmas.

Yes, I know it feels like a lifetime ago but for me, it’s worth digesting because for once, I didn’t rugby tackle the Christmas crowds for last minute gifts and end up in a tight ball of anxiety. This year, I relied on the internet and from the comfort of my home, managed to make my whole family happy through online shopping.

For me, the season went swimmingly with everything I ordered being delivered, and I was impressed by businesses such as Royal Mail adjusting their service to respond to the change in our buying behaviour.

Unfortunately, my stress-free story was not shared by everyone, and judging from the level of complaints already received by the new Retail Ombudsman, many retailers are yet to crack the online buying experience from order to delivery.

With the change in our buying behaviour has come the demand for different skills to be developed and deployed in the retail industry.

Historically the sector looked for excellent interpersonal and customer service skills in their new recruits. Now logistics, IT and, more so than ever, leadership skills are taking the lead.

Online shopping is not new and it is because of this that customers are intolerant of bad service. Being able to provide next day delivery and pain-free return systems are aspects that define success.

This means that retailers are for ever trying to review what they do, how they deliver, and how they maximise the shopping experience when some never actually come face to face with their customers.

It’s because of this that retailers are more than ever on the lookout for those specialist skills that can meet and beat competitor services; employees who have the right attitude and ability to adapt to change, those leadership skills that can inspire and motivate their staff to go the extra mile, and those people that are obsessed with quality and getting it right first time.

The transition to online retail has not been easy and, relatively speaking, is still in its infancy. It fascinates me how changes in buying behaviour have forced back office processes, supply chains, skills and organisational culture to be completely reinvented; opening up opportunities to many job-seekers who historically wouldn’t have had a look in.

If you’re interested to find out how your skills might be utilised in retail, get in touch a penny@pennystrutton.co.uk