This article is part of Raydiant’s Future of Brick and Mortar Retail series featuring interviews with industry experts and thought leaders with the goal of providing actionable insights that can help brick and mortar retailers prepare for what lies ahead.
The following is an interview we had with Carlos Castelán, Managing Director of The Navio Group.
What are the 3-5 top trends that will shape brick and mortar retail in 2021?
CC: Hybrid models such as buy online pickup in-store -BOPIS – or curbside pickup will continue to meet the demands of customers in 2021 who are hesitant to return to brick-and-mortar stores.
In-store retail owners who have invested in those fulfillment models will see further growth. Retailers that have considered adopting those models or have emergent versions will accelerate their efforts to adopt similar capabilities given how widely used they have become during this period of time.
What should brick and mortar retailers be doing now to prepare for 2021?
CC: Ensuring that safety is prioritized in your store. As an example, are you considering a more seamless checkout experience for customers that allows for greater safety such as self-checkout or contactless payments? Identifying a more efficient checkout experience can not only increase safety for customers and employees alike but also enhance the customer experience if done well while reducing the cost to serve customers. Furthermore, creating clear signage to guide customers if there’s a change in protocol is important to communicate to customers.
In the midst of so much change and uncertainty, what’s the future of brick and mortar retail look like?
CC: One thing seems certain. Until shoppers feel comfortable going to brick-and-mortar stores, we can expect them to give brick-and-mortar stores their business via the Internet.