Show up in new ways
While your business is adapting, so are your customers. Over a quarter of U.S. consumers can’t find the products they want or need, and nearly 3 in 10 bought brands they don’t normally buy.4 Many retailers have changed how they operate in order to sustain business and help people get the products they need in new ways.
“Essential services” retailers including Target, Whole Foods, and Safeway have allotted dedicated time for seniors, pregnant women, and people with disabilities to have access to the store before the general public to get the resources they need. While CVS Health implemented free delivery on prescriptions and, in partnership with federal, state and local government, is offering free rapid-result COVID-19 testing to eligible residents in Georgia, Massachusetts, and Rhode Island by appointment only as well as offering its first free, drive-up testing location for first-responders.
After Best Buy saw demand surge for products that people need to work or learn from home — and for refrigerators and freezers — the consumer electronics giant adapted and implemented curbside sales and pickup, allowing customers to stay safely in their cars while a Best Buy employee picks up and delivers their purchase to the curb.
Many companies have extended their returns windows, including H&M, which announced it will accept returns via mail indefinitely and include free delivery for any online order.
As we share these examples of retailers who are in a position to go above and beyond, we also recognize and respect that in this time of great need, it’s all that many retailers and brands can do just to keep the lights on. And while businesses are facing many tough decisions right now, the safety of all our customers, employees, and communities is everyone’s top priority.