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Increased online shopping for furniture has created the need for an ‘omni-sales associate’

Increased online shopping for furniture has created the need for an ‘omni-sales associate’

HIGH POINT — Furniture retailers agree that the move online by consumers, and other changes in the customer journey over the past year due to the pandemic, have altered the role of the retail sales associate. And a number of research studies support that. Research from global management firm McKinsey & Co. indicates that the change in how consumers shop will force retailers to re-imagine the nature and role of physical retail. McKinsey estimates that more than half of current retail tasks are technically automatable — including checkout, changing price labels and general merchandising — and will lead to […]

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