Can Tech Help Christmas Queues?

Retailers to use technology to address long queues and implement social distancing protocols this holiday season.

08:50 18 December 2020

Non-essential shops in England that are preparing to exit lockdown and reopen in time for the holiday season are taking advantage of available technology to address long queues and implement social distancing protocols to make shopping experience enjoyable and safe for shoppers. 

 

Mark Dodds, chair of the Chartered Institute of Marketing’s food, drink and agriculture sector interest group, said: “With a competitive market, retailers may find that people have little patience for waiting unless there is some benefit or distraction to keep them entertained to ensure that the customer experience is a pleasant one,” 

 

“If queues and one way systems are the new norm, there will be less ‘browsing’ and impulse buys, so the role of the staff will be paramount in managing expectations and ‘upselling’ once the customer is in-store.

 

“Retailers may need to employ personable ‘queue marshalls’ who could engage with those in the queue from a two metre distance and highlight some of the products they have in the range, in which they are interested via a tablet.

 

“The Marshall could start to show them the range and any offers before they enter the store – engaging the customer and potentially reduce the overall time they spend in the store to increase throughout.

 

Supermarkets across the country have recently introduced "scan and go" systems to battle long queues. This option provides customers faster experience than self-checkouts.