A retailer’s POS system is simultaneously a tool for empowering associates, a source of powerful insights and the point where shoppers have their final (and arguably most powerful) interaction with the store. And while upgrading a POS system without optimizing its capabilities is like buying the latest phone but never downloading any apps, retailers also need to avoid deploying technology simply for technology’s sake.
Getting the most out of such a complex system requires coordination across the entire enterprise, and retailers should pay close attention to:
- Ensuring that associates are educated;
- Optimizing friction-reducing capabilities; and
- Collecting and applying relevant data.
Additionally, when replacing or even simply upgrading a POS system, retailers need to take all these steps with their end users — both store associates and shoppers — in mind.
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