Modern Retail Point of Sale Buyer's Guide: 5 Critical Assessment Areas

Empowering Store Associates to Reach Their Full Potential

The role of store associates in modern retail is nothing short of vital. They are at the forefront of delivering guest experiences that engage and inspire modern shoppers. Research in the fashion and apparel sector reveals that 75% of customers are inclined to spend more after receiving outstanding service from store staff. Moreover, a significant 20% of lost in-store sales can be traced back to shortcomings in staff engagement. 

Today’s store associates are evolving beyond traditional sales roles; they are transforming into dynamic content creators and product stylists who enhance product discovery both in-store and across digital channels. Their day-to-day activities may include curating compelling looks, producing engaging how-to videos, and managing personalized appointments with their top clients, effectively becoming brand ambassadors who influence both online and offline engagement and drive sales across both channels. 

As specialty retailers consider new point-of-sale systems, it is imperative to evaluate whether these solutions will empower store associates to deliver exceptional store experiences efficiently and effectively. This assessment is not merely about usability; it is fundamentally about empowerment. Will the system enable store associates to unlock their full potential in captivating and delighting today’s shoppers? The answer to this question could define the future success of a retail brand, particularly in subsegments where associate expertise is especially important, like sporting goods, furnishings, and electronics.

Seamlessly Unifying the Retail Experience

Modern shoppers perceive retail brands as tangible entities, transcending the boundaries of digital and physical channels. They demand a seamless and consistent experience at every interaction touchpoint, expecting uniform access to products, accurate inventory views, and streamlined customer service options, such as hassle-free returns. Introducing friction into this experience—like not allowing customers to return online purchases in stores—can lead to frustration and significantly undermine trust and loyalty. Conversely, retailers that provide cohesive experiences across all channels satisfy their customers and are rewarded with increased sales. Shoppers who engage with retailers across multiple channels realize a lifetime value that is an impressive 1.5 times greater than their single-channel counterparts. 

Adopting a unified commerce approach is imperative for specialty retail stores seeking to amplify their brand value at every customer interaction. This technical strategy seamlessly integrates sales, fulfillment, inventory, and customer service data across a retailer's channels and fulfillment network. In today's omnichannel retail landscape, this means the point-of-sale (POS) system should empower store associates with the ability to access and act on customer, product, and inventory information from any channel or operational touchpoint. For example, the POS system should enable associates to view, order, and process transactions against inventory located anywhere in the retailer's fulfillment network—whether in other stores, distribution centers, or directly from suppliers. By eliminating friction in the shopping journey, a modern POS empowers associates to meet customer needs proactively and effectively, ultimately enhancing loyalty and driving sales, while simplifying operational requirements for retailers 

Amplifying Brand Value in Every Interaction

As specialty retail stores evolve from focusing on transactional interactions to delivering experiences, they transform into powerful platforms that elevate a retailer's brand value across all sales channels. Personalization is not just important; it is essential for modern stores to become true experience orchestrators. This shift allows associates to craft unique and memorable guest experiences grounded in a deep understanding of customer history, preferences, and needs. According to research by Deloitte, this move from broad, impersonal interactions to personalized micro-interactions is a key factor driving nearly half of executives to plan significant investments in physical store remodels or new locations by 2025. 

In modern retail, personalization manifests in various compelling ways. Modern retail spaces can morph into dynamic environments that instinctively respond to local customer behaviors and trends, showcasing merchandise layouts that resonate with regional buying habits and digital engagement preferences. However, store associates remain at the forefront of delivering this elevated personalization. They will engage customers through value-added product discovery experiences, including curated product recommendations, personal styling consultations, and customized digital lookbooks and videos. A consumer survey reveals that 81% of customers favor brands that offer personalized experiences, with 70% valuing employees who remember their past interactions. 

Store associates serve as a retailer's strongest brand advocates, akin to influencers in the retail sector. To articulate the brand's narrative effectively and showcase products that resonate, these associates must be equipped with cutting-edge tools to facilitate personalization. A modern point-of-sale (POS) system can empower them with essential capabilities, including clienteling features that enable personalized interactions across the store. 

Efficiently Using Customers’ Valuable Time 

Modern shoppers increasingly appreciate the unique benefits of in-store shopping experiences. A 2024 survey in the US found that 61% of consumers prioritize the in-store experience—whether it's the ability to try on products, compare options, or soak in the inviting atmosphere. These shoppers value their time, and when they come to stores, they want to use their time on activities that add value to their shopping experience. Unfortunately, long checkout lines and convoluted processes can mar this experience. Nearly 70% of shoppers associate waiting in line with negative feelings such as boredom and frustration, and over 68% of shoppers have stated that they would abandon their purchase if faced with extended wait times. 

To elevate store guest satisfaction, a modern point-of-sale (POS) system for specialty retail must be purpose-built to enhance speed and efficiency. It should streamline essential transactions, such as checkout and returns while accommodating omnichannel retail's complexities. This capability means handling orders that feature mixed fulfillment options—such as items for pickup at a different location, items shipped directly to the customer, or products taken home immediately. 

Providing the Resiliency and Agility to Adapt to Evolving Customer Needs

The reality of traditional retail store technology is that it often degrades, rather than upgrades, the shopping experience that modern shoppers crave. Current store technology stacks fail to provide the customizable processes that enable stores to deliver unique, tailored experiences that meet customers' evolving needs and desires. This unfortunate situation has led to a widening gap between customer expectations and what legacy technology can deliver. In fact, a recent survey indicates that 64% of retailers acknowledge significant shortcomings in their current technology's ability to satisfy the demands of today's shoppers.

Enter cloud-native point-of-sale applications—transformative solutions that are reshaping retail stores. These innovative platforms offer rapid and flexible access to technological advancements, boasting features like always-available service and rich extensibility. By adopting a cloud-native approach, retailers can break free from the constraints of traditional point-of-sale systems, which are often bogged down by complex customization processes and considerable downtime for upgrades. This forward-thinking approach allows retailers to engage in rapid innovation, ensuring their stores remain fresh and attractive to customers. 

Delivering the experiences modern shoppers demand and desire in stores requires a unified approach to commerce that provides consumers with a consistent experience as they browse, transact, acquire, and consume, regardless of touchpoint. Store associates are central to this experience, moving quickly between personalized engagement, customer service, and checkout. They need store solutions that are intuitive, resilient, and engineered to make their jobs easier while empowering them to deliver the experiences modern shoppers expect. 

The foundation for realizing the modern retail store is technological. An experience-led platform that seamlessly meets the needs of associates and store guests across all essential store processes, from product discovery to unified returns and exchanges to expedited checkout.

Continue your journey to discover more about ways to transform your store experience: 

• Learn from retailers' challenges and opportunities in meeting modern shopper expectations.  
• Explore the five essential elements of creating modern store experiences, including business capabilities and outcomes.  
• Discover Manhattan Active® Point of Sale—a cloud native and mobile retail POS application that enables store teams to delight shoppers and improve store performance.