Contactless Commerce and the Retail Customer Experience

Has your retail business found creative ways to provide safe and efficient product delivery options for your customers?
November 16, 2021 | Retail
By: Aaron S.
Aaron joined Acuity in 2017 as our Retail Specialist—bringing with him almost 30 years of experience in a broad range of retail. He started his career stocking shelves in the seasonal department at a local retailer. A few years later, Aaron transitioned to a gas station/convenience store, where he worked second shift while getting his degree in organizational communications from the University of Wisconsin-Eau Claire. It was during this time he made the move to the loss prevention and safety aspect of retail. Over the next 25 years, he worked in various retail segments, including video games, cosmetics/skincare, hardware/appliances, pharmacy/grocery, and clothing. Aaron held several positions during this time, including District Loss Prevention Manager, Regional Loss Prevention Manager, Regional Compliance Auditor, and National Manager of Loss Prevention and Operations. Outside work, Aaron likes to spend time with his wife (who has also worked in retail for over 20 years) and their twin teenage boys. They enjoy being outdoors on the water, fishing, and camping. As the Retail Specialist, Aaron’s goal is to enhance the partnership between retailers and Acuity by showing retailers that an insurance company can be a supportive resource and that Acuity truly understands their industry.

Has your retail business found creative ways to provide safe and efficient product delivery options for your customers?

 

"Contactless Commerce – Retail’s Next Steps" was a webinar recently hosted by the North American Hardware and Paint Association. They invited Chad Ayers, owner of Allendale True Value, to provide his perspective on meeting customer needs by finding contactless ways to deliver hardware products in a safe and efficient manner. His business went well beyond wearing masks, gloves, and sanitizing. They learned to adapt quickly to customers' needs—doing whatever it took to help patrons feel comfortable.

 

He admitted that in early 2020 their e-commerce platform did not meet the needs of customers or employees. It was clunky and did not accurately show what was in inventory. Based on strong feedback, they have since launched an updated website that has instant inventory updates, more features, and added efficiencies. It was a way they could meet supply demands (either by in-store pickup, drive-through services, or package delivery) while managing reduced hours or staffing due to mandates.

 

Ayers listed the top three benefits the improved e-commerce platform brought to his business:

 

  • A safe customer experience.
  • A new sales opportunity to customers who normally didn’t shop online.
  • Opened the business up to a whole new generation of customers who want the convenience of online shopping.

 

He feels e-commerce is here to stay and a staple of future business. Brick and mortar stores with the right stock and offerings will always be important for the hardware industry, but contactless services are a way to keep up with the fast pace of the world we live in.

 

This was written by Aimee Spatt, Acuity Claims Consultant.

By: Aaron S.
Aaron joined Acuity in 2017 as our Retail Specialist—bringing with him almost 30 years of experience in a broad range of retail. He started his career stocking shelves in the seasonal department at a local retailer. A few years later, Aaron transitioned to a gas station/convenience store, where he worked second shift while getting his degree in organizational communications from the University of Wisconsin-Eau Claire. It was during this time he made the move to the loss prevention and safety aspect of retail. Over the next 25 years, he worked in various retail segments, including video games, cosmetics/skincare, hardware/appliances, pharmacy/grocery, and clothing. Aaron held several positions during this time, including District Loss Prevention Manager, Regional Loss Prevention Manager, Regional Compliance Auditor, and National Manager of Loss Prevention and Operations. Outside work, Aaron likes to spend time with his wife (who has also worked in retail for over 20 years) and their twin teenage boys. They enjoy being outdoors on the water, fishing, and camping. As the Retail Specialist, Aaron’s goal is to enhance the partnership between retailers and Acuity by showing retailers that an insurance company can be a supportive resource and that Acuity truly understands their industry.