Operations management needs a seat at the omnichannel table

Today’s RetailWire discussion focuses on the operating pressures caused by omnichannel and digital initiatives. Field managers absolutely need to be part of the planning process, and here’s my point of view:

Retailers pushing for omnichannel solutions (BOPIS, ship-from-store and so forth) absolutely have to involve store operations. There is no way to plan the costs of these services (especially in payroll hours) without field management at the table. And store management has a responsibility to speak up when pushed to “do more with less” — otherwise the costs of omnichannel programs erode the customer service that brick-and-mortar shoppers still expect.

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