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  "documentTitle": "10 retailer investments for an uncertain future",
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      "text": "78% respond that “sales associates with a deep knowledge of the product range” is the most important factor for consumers.",
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      "text": "The graphic to the right illustrates that the store is not disappearing, and the need to improve in-store talent is only going to get more acute. Given the foundational role of the store, each year we ask our global sample of respondents about enhancing their in-store customer experience. In last year's report, we noted that heightened expectations around customer service meant that quality store associates versed in technology and relevant product knowledge had become a real differentiator for the store experience. This year the importance of sales associates is even clearer. When we asked our global sample to rate how important certain attributes are in relation to in-store shopping experience, 78% respond that “sales associates with a deep knowledge of the product range” is the most important factor for consumers. Another important factor for the in-store shopping experience, according to our respondents, is the “Ability to check other store or online stock quickly,” which 68% of our global sample cite. This is also in large part a measure of an associate’s familiarity with the store’s products, systems, technology and store network. So this finding, too, is partly a commentary on the importance of staff and an indication that training store associates is well worth the investment.",
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      "text": "Source: PwC; Total Retail 2013-2017. Note: Chart represents daily and weekly usage combined",
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      "text": "In-store shopping—For five consecutive years, our survey has shown that a significant percentage of global consumers shop in-store at least once a week",
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