Seismic Shift: Another New Shopping Norm is Upon Us
This year has added a new challenge for both shoppers and retailers, a new challenge that nobody expected, that nobody was prepared for, a new challenge that has exposed deficiencies in the supply chain like never before. Some operations have soared and weathered the initial storm, for others they are battling to steady their course and for many it proved too much. Onward and upward, how do we rally from here on in.
Strong Foundations
The old adages of ‘back to basics’ and ‘strong foundations’ rang in our ears as we realised the criticality of the supply chain in keeping life and commerce moving. Agility in operations has been paramount to ensure the network could flex its muscles and scale for unexpected volume whilst re-engineering space and labour to accommodate new regulations and overhaul a forecast that now belonged to a bygone era.
Never before has the combination of people, process and technology been put to the test to such a degree. And the resultant performance from retail has been extraordinary, especially those in grocery and pharma, a sight to behold as our communities were fed, watered and supported.
Innovative Pivots
But the wonder goes beyond that of just delivering the fundamentals. Stories abound of innovation across the globe as businesses pivoted to find a ‘new way’ to do things under the circumstances. New fulfilment strategies were quickly thought up, planned out and executed, literally overnight in some cases. Who would have thought ‘Pick up in the Parking Lot’ and ‘Curbside Pick-up’ would become the new trends in eCommerce fulfilment.
Although stores were closed to the general public for a time, their future uncertain, many operations bit the bullet and realised a goal to make their stores a concrete part of the supply chain and use them as mini-fulfilment centres. The store still has a role to play, it just looks very different to how it used to be. Contactless, socially distanced and masked, ‘shopping’ in-store is in flux for sure.
Staying True to the Customer
Regardless of how tough it got or might get, the customer must remain at the centre of all we do. Correct that, PEOPLE must remain at the centre of all we do. Both the employee and the customer. If we focus on their well-being, their protection and their satisfaction then all else will fall into place.
People must remain at the centre of all we do
Whether motivating the warehouse operative through employee engagement or empowering the retail associate (in-store or online) with single views to aid in decision-making, the customer journey will be impacted favourably as a result.
Technology built in the cloud, harnessing machine learning, will continue to enable a fulfil anywhere, anyhow to satisfy that customer whilst ensuring efficiencies and optimisation to keep that bottom-line in check.
Another adage to close out with: when life gives you lemons, make lemonade. It seems that is exactly what we are all doing right now and in many cases, admirably well.