#ICYMI: Retailers Share COVID-19 Best Practices
June 10, 2020
The COVID-19 pandemic has put immense pressure on retailers to meet demand, with some grocers reporting over 1000% year-over-year spike in ecommerce sales.
If you missed our co-hosted webinar with the National Grocers Association (NGA), “Rosie Retailers Talk COVID-19 Response” we have you covered. Here are some key takeaways from the panelists:
How can retailers meet demand?
- Reallocate existing employees. Shift workers in slower areas, like deli and bakery, to assist with fulfilling orders as store pickers.
- Balance shopper flow. Create a dedicated time for vulnerable in-store shoppers, allowing them to stay safe while minimizing checkout wait times throughout the day.
- Find efficiencies. Certain tools, such as Rosie’s batch picking and curbside pickup, allow retailers to maximize the effectiveness of individual pickers while reducing safety risks.
- Communicate proactively. Placing a pop-up announcement on your store landing page lets users know about important stock notices or an update in store hours and safety procedures.
How can independent retailers compete against the big players?
- Leverage customers’ trust in local service and products
- Focus on being nimble and responsive to customer needs and demand; Major chains can’t restock a product or offer a new one as quickly as you can.
- Offer prompt, candid conversations across your marketing materials and social media platforms.
- Prioritize the curbside or delivery hand-off as a key part of your customer service, with a focus on kindness and communication in staff training.
- Maintain key safety measures for pickers and customers alike, such as widely available hand sanitizing stations, one-way aisles, and sneeze guards.
It’s difficult to predict how long society will be affected by COVID-19. But with many new retailers and shoppers familiarizing themselves with online shopping capabilities, we expect short term gains in users to translate to a more online-focused customer base in the long term.