From touchless payments to 'quarantined' returns, the retail experience may be forever changed

Many retailers have installed protective barriers at registers and will routinely clean lanes after customer transactions. Others are providing hand sanitizer, closing fitting rooms and quarantining returns before putting items back on the sales floor.

Ulta is taking special precautions with its salon services, which made up 5 percent of its sales volume in 2019. Hair services will only be available in certain stores and stylists and customers must both wear facial coverings and gloves. Nordstrom will now also offer contactless personal styling through its app, where customers and stylists can work together to create looks digitally.

But companies aren’t completely flying blind. Two separate retail trade associations, the Retail Industry Leaders Association and the National Retail Federation, released a joint, outlining a three-phase approach to reopening retail stores, which has been serving as a guide for companies in the absence of a national strategy.

“While there is no ‘one thing’ that makes all the difference, taking a comprehensive, thoughtful approach to safety will lead to better outcomes,” Kroger CEO Rodney McMullen said.

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