The Relevant Store in the Digital Age RSR （有关存储在数字时代的RSR）.pdf

The Relevant Store in the Digital Age Benchmark Report 2013 Nikki Baird Steve Rowen, Managing Partners May 2013 Sponsored by: Executive Summary As stores try to find their way in a brand new digital world, we asked retailers to candidly share their experiences. The following is what we can derive from what they tell us: Key Findings • Retail Winners have a completely different view of the store’s future than those whose sales are hurting; • Winners see stores helping to compete with the online experience and are less likely to think future growth will only come from digital channels; • They expect they can reverse the erosion of the store - if they can better incorporate technology as part of the store experience; • Winners plan to open new stores in both new and existing geographies; laggards are closing existing stores, and the few who do plan new opens will do so with smaller-format stores; • Winners’ top challenge is more consistent store execution and employee productivity; laggards would improve customer service only if it doesn’t increase payroll costs; • Laggards remain inordinately focused on consumer price sensitivity; • SMB retailers look to bring more web-like functionality – the things consumers already like about shopping online - into their stores to help differentiate themselves; • Retailers continue to see increased value in communicating with consumers within the store walls, all while neglecting the wireless infrastructure to do so effectively; • All retailers are concerned that stores are spending too much time on the wrong things (i