Retail Pandemic Actions that Brands and Retailers can take right now
Caroline Cartellieri & Gabrielle Hase
June 2020
The headlines are nearly unanimous: the retail apocalypse is
June 2020
Customers are changing
Trends are accelerating
Economic uncertainty in the midst years is making consumers preferred
and retailers are treating their At the same time the sense that we
Safety
want to connect
02
June 2020
Robust Tech is table stakes
Flexibility first
sudden complete or partial store
experience
June 2020
Many of the current trends are here to stay...
Trends
0-12 months
>12 months
Reduced Footfall Growth of e-commerce Shorter Dwell Time Contactless Shopping Demand for Click & Collect Flexible Staffing
...and are creating opportunities for agile retailers to leapfrog their competitors by radically changing their business model
04
June 2020
Retail’s Pandemic Playbook:
5 Key Success Factors for Post-Covid Retail Agile Why it
it well
Supply chains are more geography or single
(eg Third Space) classes and rent
leases
supply chain
Multiple routes to Shop Stores easier to open
Skilled up colleagues
greatest need Associates trained to manage all communication channels
social distancing app for timed store entry
Rapidly formed partnerships
Your culture encourages and
05
June 2020
Technically Robust Why it Seamless omnichannel
it well keeping open stores
launching Broader payment options including contactless
shopping online launching remote personal shopping and
reality solutions that Social distancing in store and in rooms)
consultations
handle dramatic spikes in demand
06
June 2020
Values - Driven Why it
it well
and more producing and donating PPE
Strong community engagement Amazon Brand transparency
care packages
hospitals
Safe & Trusted Why it
it well
clearly signposted
or inhaling aerosoles
maintaining socially distanced
hours dedicated to
Physical distancing Clothing all continued to ship
07
June 2020
Sustainable Why it
it well
Less plastic packaging More recycled materials Gen Z spends its
Local sourcing demonstrated that miles
pollution
08
June 2020
10 things you can do
RIGHT NOW
Agile
Technically robust
Values Driven
Safe & Trusted
Sustainable
1
Plan multiple scenarios. Covid 19 has happened once – it can happen again.
2
Hire smarter and pay more for employees who are flexible and can quickly adapt their skills
3
Assess your in-house skill set and tech infrastructure – then fill the gaps quickly
4
Make tech a priority investment
5
Define and communicate your values to everyone – consumers, suppliers, employees, shareholders
6
Ensure those values are upheld
7
Email your customers about the hygiene processes you have put in place
8
Make sure they are operational on the ground
9
Review your supply chain and identify sustainable substitutes where possible
10
Where it’s not possible, invest in carbon offsets
0
About the Authors
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About the Authors
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Caroline
and Amplience and LS Retail