Don't ignore mobile-assisted interactions training:   

Just because associates, particularly millennials, already know how to use a device, it doesn't necessarily follow that they know the best ways to use them as part of a sales or customer service interaction. Factors such as maintaining eye contact, whether or not to let the customer touch the device, etc. can make the difference between a positive and a negative experience for both associates and shoppers.EndFragment    

Beef up your Wi-Fi networks:

Retailers need multiple layers of technology to deliver a great mobile experience. Strong Wi-Fi connected to a high-capacity network will be needed to handle additional data traffic — particularly if it's the same network supporting POS and back-office data. Retailers should design networks to intelligently prioritize the most important data. EndFragment

When moving to mobile POS devices that don't have "permanent homes" on a cash wrap station, retailers will need to be implement changes in how associates access and account for these devices. Retailers should plan for what happens to devices at the end of a shift, how to keep devices from "walking out the door" either by accident or on purpose, and how to ensure devices stay powered.EndFragment     EndFragment

Plan for operational changes:

Promote mobile as the primary communications vehicle:

To speed acceptance of a mobile portal/task management solution, don't leave alternate communication methods such as email available for this purpose. Adoption is two to three times faster when the mobile channel is the only one available, according to SMK's Scott Knaul.EndFragment     EndFragment

Click to learn more

With new capabilities such as mobile-assisted appointment scheduling, make sure your execution matches your promises. Customers coming in to a store expecting to receive a high level of service at a certain time, who then are forced to wait (even for a short time) will be more disappointed than a walk-in shopper would be.EndFragment     EndFragment

Manage expectations:

Click to learn more

Just because associates, particularly millennials, already know how to use a device, it doesn't necessarily follow that they know the best ways to use them as part of a sales or customer service interaction. Factors such as maintaining eye contact, whether or not to let the customer touch the device, etc. can make the difference between a positive and a negative experience for both associates and shoppers.EndFragment    

Retailers need multiple layers of technology to deliver a great mobile experience. Strong Wi-Fi connected to a high-capacity network will be needed to handle additional data traffic — particularly if it's the same network supporting POS and back-office data. Retailers should design networks to intelligently prioritize the most important data. EndFragment

When moving to mobile POS devices that don't have "permanent homes" on a cash wrap station, retailers will need to be implement changes in how associates access and account for these devices. Retailers should plan for what happens to devices at the end of a shift, how to keep devices from "walking out the door" either by accident or on purpose, and how to ensure devices stay powered.EndFragment     EndFragment

To speed acceptance of a mobile portal/task management solution, don't leave alternate communication methods such as email available for this purpose. Adoption is two to three times faster when the mobile channel is the only one available, according to SMK's Scott Knaul.EndFragment     EndFragment

With new capabilities such as mobile-assisted appointment scheduling, make sure your execution matches your promises. Customers coming in to a store expecting to receive a high level of service at a certain time, who then are forced to wait (even for a short time) will be more disappointed than a walk-in shopper would be.EndFragment     EndFragment