The store is evolving fast. Today’s shopper often engages with brands through multiple buying channels, so it’s imperative for retailers to offer an in-store experience that provides strong customer service and a seamless connection, whatever their journey.
The pace of this development is such that the traditional assessment models that are used to measure store performance have become overly narrow in scope. Consequently, the gaps between store metrics, KPIs and related performance improvement processes are growing by the day, causing retailers to lose sight of the operations that underpin their business.
A New Store Excellence Scorecard from Tyco Retail Solutions, created in partnership with EKN Research, suggests a new model for measuring store performance, based on three core principles: