Outdated POS poses challenge for omnichannel retail: BRP

Luxury Daily – According to new research, almost all consumers consider the ease of a retailer’s checkout process when choosing where to shop, pointing to the importance of having up-to-date point-of-sale (POS) systems in place at bricks-and-mortar stores.

A report from Boston Retail Partners finds that about half of retailers are planning to replace their existing POS within the next three years, with many opting for updates such as cloud-based systems and mobile checkout. Even with ecommerce growth, many customers are still shopping in-store, warranting investments in making the experience as positive as possible.

“Checkout is often the most dreaded part of the shopping experience and much of it can be influenced by having the right processes and technology,” said Brian Brunk, principal at BRP, retail consulting firm. “In fact, 96 percent of consumers indicate that ease of checkout and payment are important factors when choosing where to shop.

“Understaffed checkout lines, or not enough, cumbersome processes for customer or loyalty lookup and slower payment processes are just a few examples,” he said. “Retailers should consider ongoing reviews for process improvements, as well as technology updates to POS and payment options. “Customers desiring self-checkout solutions is also on the rise and should be a consideration by every retailer,” he said.

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