Another important aspect of the new retail experience is buy-online, pickup in-store. This is an easy way to bring consumer gratification that even free two-day shipping can’t match. Shoppers are using stores as pickup points at record rates during the holiday season, especially those on a time crunch or placing orders too late for on-time delivery.
Anticipating the percentage of e-commerce orders placed for pickup in-store would skyrocket as the holiday grew closer, DICK’S wasted no time revamping elements of its buy-online, pickup in-store option and began running them on PCF. Now, store associates spend less time running around and picking pack slips because the experience is integrated into an app on the mobile devices they carry known as “MerchSearch.”
There’s a level of empathy needed for those on the frontline when making business decisions, especially decisions related to IT. Effective leaders are concerned with making the right call, said Gaffney. Ineffective leaders tend to implement practices and approaches that take small incremental de-risking steps, “led by dates and budgets and not happy humans.”
“Don’t get excited about shipping a feature—get excited about when the feature turns into revenue and turns into profit.”