Retail Pandemic Playbook

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