One of the biggest opportunities and challenges for today’s retailers is being able to create a shared vision across all departments and channels about how the customer experiences the retail brand.
The potential results from a well-connected, omni-channel operation are staggeringly positive. Getting that to happen at the “people-level” means getting departments to embrace a level of change rarely seen before, giving up turf-doms in order to get the greater goal, influencing both internal partners and external vendors to support the vision and be willing to move at a different pace and method as well.
This is going to take some new skills for everyone.
It will take being able to listen to the other side’s point of view and build on it. Departments will need to plan for discussions and problem-solving in new and innovative ways. Results won’t come at the expense of relationships but because of them. New negotiation strategies will be essential.
This is an exciting time with unique challenges. Having a strong negotiating and influencing program in place will be most helpful.
How is your company preparing your people for the change that omni-channel action brings? Vision implies change. Share your thoughts @mohrretail.