The Australian Retailers Association (ARA) has published a series of useful articles and advice that highlight the ways retailers are having to transform the way they do business as a result of COVID-19.

Customers want a safe, secure and frictionless shopping experience and, according to the ARA, employees have a central role in achieving this ambition, by:

• Managing queues and customer flows
• Encouraging customers to adopt the appropriate behaviours
• Having designated in and outdoors that are combined with a one-way route around the store
• Managing in-store customer numbers and customer flow around the store to maintain social distancing

The retail association highlights advocates for retailers to formalise their approach to engaging with staff and customers, using consistent and clear communications.

“People are under stress, and what they need more than anything right now is the reassurance of clear, useful information,” said the ARA.

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