Nell Alverson is the director of channel marketing at ScanSource and is an expert in retail and grocery technology and supply chain.
It’s important to accommodate the store layout to allow for the use of self-checkout and self-service kiosks, especially in areas like the deli and bakery where consumers now expect a much more contactless, self-service experience. This is an expectation we will see for quite some time — if not permanently — and retailers and grocers alike need to adapt to stay competitive.25 April 2021
Early on, the most successful retailers quickly instituted protocols to the best of their ability to help disinfect and manage safety for their customers. Many retail stores also implemented new services for their customers to provide safer transaction options. This includes increasing the number of self-checkout stations, contactless payment options, and point of sale products that are equipped to handle frequent cleaning. Retailers who prepare now and continue to upgrade their environments and technology to address the demands of consumers will be the most successful in retaining, and maybe even growing, their customer base. Since consumers are also increasingly cost conscious due to the economic uncertainty brought on by the pandemic, offering convenient service options while providing customers with the best value is the key to customer loyalty.25 April 2021