Tips to Win at Retail in 2024

In today’s competitive retail landscape, effective coordination is the key to delivering an exceptional customer journey. Utilizing advanced tools and technologies for process management, data integration, and communication can significantly enhance how retailers operate.

Coordinate Teams For A Flawless Buying Experience

While retail predictions for 2024 pointed to deflation and improved consumer confidence, those predictions have not panned out – largely due to inflation rates and global instability. Given that, retail execs are now shifting gears with many doubling down on the value they provide to existing loyal clients – because as we all know – retaining customers is typically a lot more cost effective than going after new ones.  

We recently had the opportunity to sit down with Tom Wroblewski of The Home Depot, where he shared his insights on the complexities of coordinating critical retail teams to deliver to customer expectations in The Home Depot’s Home Services division. Let’s take a closer look at some of the key retail teams he identified, and their roles in creating an exceptional customer journey.

Store Associates: The Frontline Support

Store associates are arguably the most critical player in any retail business as they interact directly with customers in physical stores. Their role involves being knowledgeable about products, services, and programs, and guiding customers through the purchase process.

Field Teams: Bridging the Gap

Field teams operate outside of physical stores working closely with customers, store associates, and vendors to facilitate smooth service delivery…think Geek Squad.

Installers: The Executers

Installers are the hands-on professionals who bring services to life. Their role is critical in ensuring that the services are executed seamlessly and meet customer expectations.

Customer Support Teams: The Backbone

From product support to returns, credit questions, and much more, Customer Support teams fill in the gaps (or pick up the pieces) in the customer journey. 

Tom Wroblewski, Director of Home Service at The Home Depot shares his insights on the importance coordinating teams to successful Home Services delivery.

What This Means for the Second Half of 2024

The retail data is showing that consumers have tightened the purse strings, and will likely put off non-essential spending until the big opportunities to make purchases at significant discounts – like Prime Days later this summer, Black Friday, and Cyber Monday. But savvy retailers can still finish 2024 strong by understanding consumer expectations, engaging with customers on a personalized level, and designing great shopping experiences.

Depending on the industry you are in, acquiring a new customer can cost five to seven times more than retaining an old one.

“Customer Retention Versus Customer Acquisition” Forbes, December 12, 2022

How are they doing it? The most successful retail organizations in 2024 have built highly coordinated teams with access to the data they need to make informed decisions and take the appropriate action needed to best serve their customers. Yet, in a recent Harvard Business Review report, 71% of respondents reported that their agents use three or more digital solutions to resolve customer inquiries. Work-Relay offers “one source of truth” when it comes to the coordination of retail operations with its comprehensive, Salesforce-native capabilities. Here’s how Work-Relay can be particularly beneficial:

Process Automation: Work-Relay coordinates and automates repetitive tasks involved in inventory management, order processing, and customer service workflows, ensuring consistency and efficiency.

Workflow Management: It provides a single place within Salesforce to design, execute, and monitor workflows, ensuring that every step of the retail operation is well-coordinated and that tasks are completed in the correct sequence.

Centralized Communication Hub: Work-Relay can serve as a centralized platform where all stakeholders can communicate and collaborate. This reduces the chances of miscommunication and ensures that everyone is on the same page.

    Dashboards and Reporting: Work-Relay provides metrics dashboards that offer insights into process and project progress. This helps managers identify bottlenecks and make informed decisions quickly.

    Efficient Issue Resolution: Customer service workflows can be streamlined to ensure quick and efficient handling of customer complaints and queries.

    ERP Systems: Work-Relay can integrate with existing ERP systems, ensuring seamless data flow and coordination between different aspects of retail operations.

    Third-Party Applications: Integration with third-party applications such as supply chain management systems, marketing tools, and CRM software can enhance overall operational efficiency.

    Scalability: As the retail business grows, Work-Relay can scale to manage increased complexity in operations without compromising on efficiency or performance.

    The Bottom Line

    Most retail businesses involve a complex network of key participants, each playing a significant role in the lead-to-delivery process. By understanding the contributions of store associates, field teams, installers, and corporate support teams, businesses can streamline operations and provide customers with a positive and satisfactory experience. By leveraging Work-Relay, retail businesses can achieve better coordination, enhanced efficiency, and improved overall performance in their operations.

    Increase organization-wide coordination with a Salesforce-native tool.

    Work Relay


    June 24, 2024

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