BoF - Mckinsey: State of Fashion
The Retail Shift You Can’t Ignore
In 2025, the leading influence of conversion and loyalty for Specialty Retailers lies in their in-store consumer experience. Shoppers, especially aspirational and younger consumers, are coming back to stores not just to browse, but to connect, engage, and be delighted. And when that experience is consistently memorable, they are likely to add more to their cart.
According to the McKinsey-BoF State of Fashion 2025, the numbers tell a powerful story:
– 75% of shoppers spend more when they receive high-quality service.
– 20% of missed sales happen because store associates aren’t engaged or available.
– Labor shortages are hitting retailers hard, with turnover costs reaching $10,000 per lost associate.
– 54% of apparel shoppers shared they prefer purchasing clothes in brick-and-mortar locations versus online.
– While 70% of all retail sales are digitally influenced, stores remain the ultimate conversion hubs.
The message is clear: your store associates aren’t just employees—they’re your biggest revenue drivers.
The question is: are they equipped to deliver the experience in-store customers expect?
Why Specialty Retailers Are Struggling
Despite recognizing the importance of in-store experience, many Retailers have yet to perfect their recipe. With a heavier focus on pouring resources into digital innovation, such as self-checkout counters, Retailers have overlooked the opportunity to engage more customers, and sales, using their greatest asset: their workforce.
Common challenges include:
– Poorly trained or unprepared staff in-store
– Unpredictable store traffic in a post-pandemic world.
– Staffing challenges due to labor shortages and high turnover.
– Disconnected in-store operations, where associates are stretched thin across tasks instead of engaging with customers.
– Lack of real-time insights, making it difficult to adapt workforce deployment and sales performance.
These challenges lead to missed sales opportunities, inconsistent service, and rising labor costs. Without a strategic, data-driven approach to workforce optimization, Retailers risk eroding margins, weakening customer retention, and falling behind in an increasingly competitive market.
Turn insights into Action
BoF-McKinsey’s State of Fashion findings underscore what Specialty Retailers have long suspected, the path to growth runs through the store floor. Enter StoreForce. We work with Specialty Retailers globally to transform workforce challenges into operational strengths. By providing real-time visibility and performance-driven tools, we help brands align labor investments with customer demand, exactly when and where it matters most.
Smart Scheduling for Real-Time Results: Align staffing with peak traffic and sales patterns to increase conversions.
Performance Management: Give associates live feedback and personalized coaching to course correct in the moment and increase sales.
Split sell and non-sell hours: Increase productivity by splitting sell vs non-sell times.
In-Store Success Isn't An Accident
BoF’s & McKinsey’s data highlights the key differentiating factor for driving sales in Retail; shoppers spend more when they receive great service or in other words, the more human elements of the in-store experience. And great service starts with equipping Retail workforce teams with the tools and support they need to succeed.
Let’s talk about how StoreForce can help you apply these insights to maximize in-store performance – without the guesswork.