Each year, The Retail Equation releases a survey covering “Consumer Returns in the Retail Industry.” In 2015, perhaps the most notable stat was “Returns as percentage of total sales,” which came in at 8% according to the National Retail Federation (NRF). That is of particular significance when you consider this: the total industry sales as tracked by […]
About Brian Laney
Brian is the VP of Sales at Alert Tech, and is an expert in the retail fitting room as well as the brick and mortar store environment. Customer experience crafting, technology, and compelling retail environments are just as important to him as the bottom line.
Entries by Brian Laney
How intimately familiar are you with your customer’s journey? Do you know what brings your customer into your store? Do you know what happens while she’s in your store to make or break her decision to buy from you? What about after she leaves – what can you do to help ensure she doesn’t return her […]
As a retailer, you’re well aware of the importance of customer service. Exceptional customer service has the ability to surprise and delight customers and improve your bottom line. With supportive technology, you can not only surprise and delight your customers, but provide qualitative measures of customer service, so that your team can make adjustments as needed.
The Three Crucial Steps to Take After a Pilot Project Ends After a pilot project is complete, how do you evaluate success or failure. How do you know if your investment of time and money was worthwhile? We will of course be analyzing much of the data along the way in order to adjust course, but […]
Increasing store revenues is a challenge you can approach from any number of perspectives. How can you adjust operations to increase revenue? One answer is a targeted customer service process that supports the customer purchase journey. But how can you prove that such a process has an impact on revenue? What metrics will actually show a link from the changes to increased revenues? […]
Wouldn’t it be great if your associates could take a peek into your fitting rooms? The try-on is crucial to the buying decision, which is one reason fitting rooms are so important to retailers’ financial health. If associates could – at a glance – see which customers need service, they could provide support when most needed in the purchase process. And yet, for obvious customer privacy reasons, […]
When you’re ready to try a new process or technology, how do you select your ‘test’ stores? If you’re like many retailers we talk to, you’re focusing exclusively on testing pilot programs in a select group of probably top performing stores. Although this is a good place to start, there are definite downsides to this approach. […]
When we talk with a retailer who is considering an Alert Tech pilot program, one of the questions that inevitably comes up is, “What is the recommended length of the program?” Obviously, you want to wrap up the pilot program in a reasonable amount of time, and there needs to be an endpoint so that it’s […]
Relatively speaking, the fitting room is one of the smallest areas of any retail store. These unobtrusive rooms are often tucked away in the back, and as a retailer, you could easily forget all about them. That is, until you understand the importance of this small-but-mighty area of the store. For example, did you know […]
When it comes to retail success, the sales floor has always played a pivotal role. This hasn’t changed, but the sales floor itself has transformed dramatically since the rise of the digital age. Using new technologies, retailers can now use software to track data, and real-time analytics to maximize sales. Here are 5 brilliant ways cloud-based systems create a more efficient sales floor.