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Grand Reopening Retail Playbook

by Robert Hetu  |  May 1, 2020  |  Submit a Comment

Gartner Analyst and fellow retail team member Joanne Joliet this week published the latest in our series of COVID-19 research designed to give meaningful insights for retailers grand reopening.   COVID-19 has highlighted the criticality of stores in delivering unified commerce. Unlocking the potential of the stores will be the key to retail unified commerce success post COVID-19. 

The Role of The Store

While physical stores contribute the largest source of sales and revenue for retailers, the role of the store in unified commerce has historically been underestimated — until now. The COVID-19 pandemic illuminated that for most retailers, their channels were actually still largely siloed, impacting fluidity and their ability to sell and execute across channels. For segments with less established digital commerce channels like grocery, luxury and discounters, the shuttered physical stores weren’t in a position (or able to pivot) to fulfill the demand from online orders. Furthermore, the few retailers who don’t have an online connection to customers or can’t conduct digital commerce were completely frozen. This crisis is a catalyst for digital transformation, one that retailers can’t continue deferring or ignoring to finally move to unified commerce.

From Crisis, Comes Opportunity

Retail CIOs, in partnership with the business, should use this crisis as an opportunity to:

    • Redefine the physical estate
    • Ready the workforce
    • Move the merchandise
    • Enhance service & experience
From crisis to opportunity
Gartner April 2020

Gartner clients can leverage the downloadable PowerPoint slides for use in building a grand reopening strategy:

Grand Reopening: Retail Playbook for Stores Post COVID-19

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Robert Hetu
VP, Analyst Retail
7 years at Gartner
29 years IT Industry

Bob Hetu is a Research Director with the Gartner Retail Industry Services team. His responsibilities involve tracking the technology markets and trends impacting the broad-based retail merchandising and planning areas. Mr. Hetu is an expert in the areas of brand, vendor and assortment management, merchandise planning, allocation, and replenishment. Read Full Bio




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