The coronavirus retail survival guide

Retail businesses are facing an unprecedented situation in the face of the coronavirus outbreak. Physical stores are closing down temporarily all over the world. Consumer spending has slowed down considerably as people stock up on essential goods to weather out the pandemic.

The time ahead will be full of tough challenges. To do our part to help retail businesses, this blog discusses steps they can take to survive despite the massive global economic slowdown.

We base our guide on a few underlying beliefs as to how the coronavirus will impact the retail industry. For one thing, with people spending less time in public, online retail will see a lot of traffic. As more sellers compete for online visibility, it will drive up the overall marketing spend.

At the same time, the outbreak will disrupt many supply chains and business logistics. With more and more Americans signing up for unemployment, finding workers through a recruitment agency or via direct hiring should be easier. And finally, physical retail is bound to make a return when the pandemic ends.

Promote actions you’ve taken

Brands that appear to care about their community generally have a positive customer perception. If you have taken actions for staff safety or for local organizations, you should let your customers know. Share the actions you have taken to face the coronavirus outbreak with your customers and build up a better brand image.

Adding social responsibility to your messaging

Work on small but creative messages that are relevant to the pandemic. Encourage your customers to stay at home and take precautions. Encouraging social responsibility will also encourage more people to shop online at your brand.

Encourage consumer community interactions

Understand that social distancing is something humans aren’t used to as a species. People need to be able to communicate with other people and share interests, opinions, and advice. Your brand can be a catalyst for this.

Encourage people in your customer community to share their experiences and stories with the rest. You can source a lot of user-generated content as well as add to your brand image.

Extending return periods

Shipping and operational logistics are bound to suffer because of the outbreak. Offering an extended return period along with free shipping helps people feel more comfortable when purchasing from you.

Offering free shipping

Go the extra mile by working with your shipping providers to offer contactless shipping. Be sure to communicate this with your customers to offer greater reassurance.

Including giveaways with online orders

Including small gifts and giveaways is a small gesture that can reap a lot of benefits. Even a small card that offers hope and empathy in these times is welcome. Include these with every online purchase to build a stronger customer rapport.

Expanding payment options

You don’t have to limit yourself to cash payments, especially in times like these. Make it more convenient for your customers by adding more payment options. Accepting credit cards or PayPal payments will allow more customers the option to purchase on credit.

Shifting staff to online retail support

With physical stores shut down for the time being, don’t think of your retail staff as a liability. Instead of laying them off, shift them to support online sales. There is a lot of stuff they can handle, like creating videos, managing chats, and answering phone calls. You can also find temporary employees for these roles at a marketing temp agency.

Updating your catalog regularly

You need to avoid any negative customer experiences. That includes informing a customer something is out of stock when they have already ordered it. To avoid these instances, regularly update your catalog and match it with inventory levels.

Rosie Harman

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Rosie Harman is a Senior Content Strategist at Visi One Click, specializing in Technology. She holds a Master's in Business Administration from The University of Texas at Arlington and has spent the majority of her career working in tech giants in Texas.
When she's not helping the content team, Rosie enjoys adventuring with her two children around her home town.

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