A retailers guide: Dos and don’ts of opening up – Retail Customer Experience
Nancy Liberman, vice president of marketing for JRNI, shares what retailers need to do, and what they should not do, as they begin opening and getting back to business in the wake of COVID-19.
According to new research from Engine Insights, forty-seven percent of consumers are willing to visit a store this week. While most consumers are feeling ready, they’re still slightly anxious about getting back to shopping brick and mortar, amidst continued health concerns, new social distancing and capacity parameters.
For retailers, the real challenge is ensuring their customers feel safe when returning to stores. To gain the confidence of consumers, there need to be many new measures put in place.
Here is a list of dos and don’ts for retailers as we move toward the next phase of normal.
Make sure you can effectively manage footfall. Overcrowding will create fear and loss of confidence. Make sure you have plenty of directional signage, crowd control measures and staffing. Solutions including people counters, occupancy managers and pre-booked appointments both allow for the throttling of traffic, and the ability to build in cleaning time.
Overcrowd or fill your store to capacity. Consumers are being trained to avoid crowds, and you’ll miss out on their business. You only have one opportunity to make a first impression on your shoppers, and they’re looking to trust you have their best interests in mind.
Have a plan. Think about how customers will enter and exit the store. Plan for increased space between racks, how you’ll handle fitting