Declining footfall figures, the demand for digital innovation and increasing competition where some of the problems retailers were facing before the Covid-19 pandemic came along – now retailers have a new list to battle altogether.
But, thankfully, if there’s one thing retailers have learnt to become in the last decade or so, it’s agile. In the space of a few short months, we’ve seen many retailers act quickly and effectively during this crisis by adapting their offerings and meeting the new demands of their consumers.
We wanted to capture some of the many insights our brilliant clients have shared over the last few months that might be of use.
O2’s Gareth Turpin (Sales Director)
“Retail has changed in the wake of COVID-19, and we need to make sure we adapt to that change. We have regrouped and worked out how our stores and our tech can be used to help customers and staff.”
“The result is a more personal service which also saves customer waiting time. We look forward to welcoming everyone back to our stores to see the changes for themselves.”
Telco retailer O2 use Qudini’s Virtual Queuing System to allow customers to queue remotely instead of waiting in stores for service.
Waitrose’s Peter Cross (Director)
“As a nation we’re famous for our love of queuing but as the uncertainty around the pandemic continues and the long hot days of summer become a distant memory, we know a long wait outside in the rain to enter your favourite shop isn’t an appealing notion for anyone.”
“Which is why we are thrilled to work with Qudini on this brand new trial which will let you wait for your turn in line from the comfort of your car or home, ensuring that everyone can continue to shop safely and seamlessly.”
Supermarket retailer Waitrose and its department store partner, John Lewis, use Qudini’s queuing software and time-slot scheduling software to eliminate queues outside stores and create a seamless customer journey.
Ellis Brigham Mountain Sports’s Mark Brigham (CEO)
“Qudini’s system has given us a professional booking platform from which we can better manage our social distancing as well as offering our customers greater convenience and an improved in-store experience.”
“The system has been embraced by staff and customers and the text reminders and email alerts have ensured that ‘no shows’ are kept to a minimum and allowed us to manage our staffing appropriately.”
Ellis Brigham Mountain Sports allow customers to book appointments for in-store services such as footwear fittings, climbing equipment, skiing and snowboarding advice etc. using Qudini’s Appointment Scheduling Software.
Brown Thomas’s Mark Limby (Stores Director)
“A lot of customers find these new ways of managing them reassuring,” in reference to the digital systems in place to support customers during Covid-19.
The online appointment booking system “has been a real advantage for us… an opportunity to connect with customers.”
Luxury department store retailer, Brown Thomas, and its sister company Selfridges, have used Qudini’s queuing and booking software to create safe, engaging and powerful customer journeys during and after the lockdown period.
Asda’s Roger Burnley (Chief Executive)
“It has become increasingly clear that Covid-19 is set to be part of our lives for months to come.”
“With two thirds of customers still concerned around safety in supermarkets, Asda is investing in more longer-term measures to support social distancing in its stores.”
Big 4 supermarket retailer, Asda, which is owned by Walmart, use Qudini’s virtual queuing software to eliminate queues outside of stores.
Thanks for reading our list of inspirational quotes from retailer leaders during Covid-19.