5 tips for retailers to create contactless loyalty

Contactless systems have become an essential part of modern life due to the coronavirus pandemic. Food delivery is now done using socially-distanced measures and curbside pickup is a way of life when it comes to collecting from retail outlets. In-person interactions have been reduced and people across the world are now taking part in entirely new forms of shopping. 

This means it’s increasingly important to focus on improving consumer loyalty when it comes to the contactless experience. Every business needs to create long-standing relationships with customers to keep them coming back, and now that all-important human contact is limited we need to begin to employ new methods. 

But what are some of the techniques your business can adopt to create contactless loyalty? Here are five important tips that you should apply to your business. 

1) Minimise contact whenever possible. Safety is on everyone’s mind in these turbulent times and as shopping can be such a physical process it’s important to reduce the need wherever you can. Can you arrange your business so large items can be viewed in person and purchased online? Or speed up the purchasing process so customers aren’t waiting in a queue alongside other people? Use signage and other material to explain to your customers the various steps you’re taking to ensure their safety. 

2)  Use your loyalty and reward systems to offer encouragements such as free shipping, easier returns or speedy checkout. It’s important to retain customers by making their lives easier while delivering numerous benefits. 

3) When it comes to ordering and pickup, emphasise the other methods that are available, such as online ordering and safely-executed delivery. Make sure the technology involved is easy to use and effective and explain clearly the benefits to your customers. 

4) Manage your inventory effectively. People are making fewer visits to physical stores so they want to be sure they can buy almost everything they need in a single trip. If they’re disappointed they may start to shop elsewhere. The same applies to staff numbers at your business - make sure you have enough staff to deal with increased queries as well as ensuring sure checkout queues are short and stock is constantly replenished. 

5) As consumers move toward browsing online, it’s vital to match this and make the subsequent in-store pick up a safe and seamless experience. Give comprehensive information about this process, from clear directions to signage and online instructions that make this into a viable and pain free option for your customers. 

2020 has changed the retail landscape in countless ways, at a rapid pace. But by following the advice above, it’s easy to make sure your brand can offer contactless services that make people feel safe, and that shopping with your business is a low-risk, seamless experience that still offers a human touch.