Planning for the future of retail after COVID-19

The COVID-19 Pandemic has affected each and every one of us in all aspects of our daily lives, and it’s created a paradigm shift in how we have adapted to protect the NHS and save lives, while still maintaining some ‘sense of normality’, if that is what you can call it. Luckily, in the digital age, we have a host of ever developing technology at our disposal to assist and transform according to the current challenge facing us today. Along with concerns over the health of every individual, we have the added challenge of how this is all affecting the economy of the country, as well as globally. But as we strive to keep the virus under control and reduce rate of infection, we must also plan for the future. The Prime Minister announced plans for shops to reopen in June, but it can be seen that they will open their doors to a different world, and the high street is going to be different, at least for the foreseeable future. If the Coronavirus pandemic remains under control, lockdown rules are said to be relaxed in stages, but with restrictions in place and social distancing prevalent and a priority. Eurostop have looked at ways in which retailers can plan for the future. Shops will open but retailers will need to take various precautions to ensure the wellbeing of staff and consumers, and to gain their confidence. 1. Social distancing in store With the well touted ‘2m rule’ in force, this forces retailers to consider the logistics of managing both staff and customers in stores. Retailers will need to serve customers safely and minimise contact, while still maintaining a convenient level of service. Of course, this means planning and the British Retail Consortium has issued recommendations for how to implement the Government’s guidelines for social distancing in and around stores. Among the BRC’s points is managing till points, advising that you may consider closing every other till point if necessary. Another option for queue management is to use mobile POS units, if you have them, which can assist with social distancing, reduce queues and keep customers happy as well as safe. Either way, cashless payments, preferably contactless with digital receipts reduce contact during the payment process. 2. Self-service with on demand information Using technology to reduce potential POS person to person contact could further help the situation. Some retailers have in store apps which allow customers themselves to quickly perform price checks, stock checks and find out about products on demand. Eurostop’s MyShoppr® allows shoppers to do just this, on their own personal mobile phones, eliminating the need to come into contact with store hardware. Even allowing them to purchase online for delivery at home, reducing queues even further. 3. Fulfilment & Replenishment to meet demand during COVID-19 During this challenging time, the country has found a sense of togetherness and consideration for others, however the general apprehension regarding COVID-19 means that shoppers want to get exactly what they need and not hang around. A wasted journey in store, would indeed be frustrating. Certain products such as fitness gear and personal grooming sales have flourished, with some stores selling out. This means that replenishment of stores according to demand and fulfilment of online orders needs to run as smoothly as possible. Ensuring that you have a connected Retail System, and fulfilment and warehouse picking that is capable of managing this is vital, especially with the added challenge of social distancing, not just in store, but in fulfilment centres. Once the shops are back open, retailers need to make the most of every opportunity. 4. Retail analytics and planning for store openings The closure of non-essential brick and mortar stores since 23rd March has no doubt had a massive impact on this Spring’s trading. It’s important now to take stock and work out a plan forward. It’s certainly not ideal, but the high street has to survive. You need to know what you have in your warehouse and how best to allocate to your stores. Perhaps responsible promotions can assist with recovery. In any case, having transparency of what stock you hold and relevant business intelligence can help with planning and making the right decisions in the current situation. Customer loyalty databases will allow you to keep in contact with your customers from afar, so that when it is time to reopen, they know that you are there. Hopefully, creating a safe environment, which meets the current demands of consumers will help to encourage shoppers back in to store, when it is safe to do so. Contact Our Eurostop Team Today If you want to find out how Eurostop’s Retail Systems can help you, please contact us, we’re here to help.

Three ways to improve your Customer Experience with Retail POS Systems

Savvy retailers, both large chains and smaller independents, will know that you can’t just rely on sales spikes (like Christmas or Black Friday) and discounting offers to keep a business profitable. Customer loyalty is an important part of the retailer’s armoury, which means not only providing the right products at the right price, but giving that extra customer service that makes them come back. Customer experience is a hot topic at the moment, as retailers introduce cookery demonstrations or design workshops, even sports events screenings, to entice customers in. Furthermore, ensuring that their actual shopping experience is up to par is all part of enhancing their relationship with your brand. Here are a few straightforward ways that you can improve your customer experience; 1. Save time at the till The latest retail epos systems make it easy for staff to manage promotions, so that you can process transactions quickly and smoothly at the till – and enhance your customer’s experience with no waiting in long queues. With your multi-buy offers, or extra discounts set up on the system, a quick touch on the display is all it takes to calculate the price and process the transaction – and it’s fast and seamless for the customer. It’s a fact that no matter how many extra staff you have – or how good your team – there will always be times when there are a rush of customers. Investing in a mobile or tablet retail pos gives extra flexibility – from looking up stock when serving on the shop floor, to processing sales to reduce queues at the till. In addition, offering contactless enables faster, easier and secure payment, which means shorter queues and more choice for customers wishing to pay by card, phone or even their smartwatch with Apple Pay. 2. Offer multi-channel shopping The case for multi-channel shopping is compelling. A study by McKinsey and the Harvard Business Review , reported that a retailer’s omnichannel customers are more valuable on multiple counts, spending an average of 4% more on every shopping occasion in the store and 10% more online than single-channel customers. Even more compelling, conducting prior online research on the retailer’s own site or sites of other retailers led to 13% greater in-store spending among omnichannel shoppers. There’s no doubt that multichannel selling can help you increase your bottom line. Connected retail epos systems ensure that your customers can switch between channels effortlessly. From searching online for a particular item, selecting colour and size and then choosing whether to buy online, instore or collect in store. With connected stock control software you can fulfil orders direct to the customer from your warehouse, or despatch to a store from another outlet. You can view your stock inventory across your estate, ensuring that your customer is never disappointed. 3. Embrace the Mobile App Convenience is key for consumers. Customers don’t think about in store, or online, but simply how can I get what I want, when I want, and in the most convenient way possible for them. Providing a true omni channel customer experience means you never miss a potential sale, online or in store. Eurostop’s MyShoppr® gives your customers the right information at their fingertips. From self stock checks instantly on the shop floor, researching products, to opting for delivery later at home, MyShoppr™ acts as your customers’ personal in store assistant and makes it easier for your customers to make a buying decision. Following these three steps will help boost your sales – online and instore – and keep your customers coming back. Now is the time to review whether your retail pos systems are up to the challenge to give you and your customers what they want. Extract from ‘A Study of 46,000 Shoppers Shows That Omnichannel Retailing Works’, from McKinsey and the Harvard Business Review