Insights

The winners in today’s retail food retail sector will be those who can continually stay ahead of competitors by retaining current customers and attracting new ones.

However, many of the tools of yesterday are likely stale and ineffective today. Trending indicates that older, traditional practices of discount/promotional pricing, printed signs/stickers, and aisle video display monitors to attract customers and increase sales are becoming outmoded and have lost their effectiveness in many food retail environments.

For millennials it’s little more than legend, but the dotcom crash of the early 2000s was a very real event for any retail IT professionals of the Gen X or Baby Boomer demographics.

As retailers prepare to kick off the technology conference/user group season with the upcoming NRF “Big Show,” it might be a good idea to review a few lessons from that era about how to properly evaluate vendors and solutions.

A Shaky Investment

With the major selling holidays now behind us, retailers are preparing to handle the onslaught of returns that began on Dec. 26 and continue well into the first few weeks of the New Year.

In fact, according to the National Retail Federation’s “2014 Consumer Returns in the Retail Industry,” the amount of holiday merchandise returned to stores last year amounted to $68.9 billion.

The resounding priority among retailers has been accelerating their integrated omnichannel offering – which has meant everything from merging online and store teams to measuring the in-store impact of digital campaigns. Recent innovations include mobile app and in-store technologies, multichannel fulfillment solutions, and coordinated cross-channel promotions. These kinds of initiatives will continue to be top of mind in 2016, particularly as consumer expectation for a seamless and personalized experience – and deep discounts – continues to grow.

The New Year is here, and it’s time to make annual resolutions. When it comes to their IT activities, retailers should resolve to make improvements in the following three areas.

Innovation
The days of IT being responsible for “keeping the lights on” are long over. Enterprise systems are still required to perform basic but crucial tasks such as finance and HR, but any retailer looking to compete in 2016 needs to look far past the boundaries of simple task automation.

Last week, I looked at the top three trends that disrupted how retailers engage their customers during 2015. This week, I predict the top three trends that will set the course for customer engagement in 2016.

As Seen on TV

Retailers and hospitality enterprises have a weak point unique to their business – the point of sale (POS) device. Despite significant investment in security, it’s still too easy for cybercriminals to access corporate networks via POS.

POS devices handle most of the payment card transactions around the world for retailers, restaurants, hotels, grocers, and gas stations. Because these systems are highly interconnected and accessed by numerous employees and other devices, they remain a highly lucrative target for organized cybercrime.

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