As retailers begin to re-open stores during the COVID-19 pandemic, every aspect of brick-and-mortar retail will need to be re-examined. By knowing what to expect, you can jump into #RetailRecovery assured that your stores, and profits, are protected.
EXPECTATION: Operational and training issues will increase.
- Prolonged operating changes may alter employee register use.
- Shipments into stores stopped or changed dramatically.
- Returns-to-Vendor and reverse logistics disrupted.
- Increase in BORIS transactions.
- Other issues that existed before will continue.
Not all exceptions are intentional fraud; sometimes they are operational or training issues that can be resolved.
- Now, during #RetailRecovery, is the right time to address and curtail these issues before “normal” resumes.
Once “normal” resumes, unresolved store, ecommerce, and inventory issues will be harder to root out. For example:
- New processes can have unforseen outcomes when put into operation.
- The checkout experience is critically important as consumers shop again.
HOW CAN I GENERATE REVENUE?
- Improved efficiency at checkout will produce a better customer experience.
WHAT CAN I CHANGE?
- Separate operational and training issues from true exceptions in order to focus on the critical.
- Look for new patterns in old issues.
- Analyze new process outcomes for profit leakage and address before losses increase.
- Create targeted audits for new processes to identify compliance problems.
- Provide store management timely data to address training issues.
WHO CAN HELP?
When you re-open, partnerships matter.
- Vendors have a broader view of the marketplace—ask for insights.
- Plan your next moves with financially strong partners, like Appriss, who have previously managed downturns.
- Look for partners with the stability of a large, diverse client base.
- We’re here to help if you want to talk about operational issues.
Tom Rittman, Vice President, Marketing, Appriss Retail
Tom Rittman, vice president of Marketing at Appriss Retail, is responsible for all aspects of branding, marketing, and business development. Prior to joining Appriss Retail, Tom served as the vice president of marketing for Datavantage, a retail technology company that is now part of Oracle. He holds his bachelor’s degree in Marketing from the University of Akron.