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Industry NewsRetail Council of Canada releases COVID-19 playbook

Retail Council of Canada releases COVID-19 playbook


The Retail Council of Canada and Boston Consulting Group have released a guide to help retailers navigate the COVID-19 pandemic as they begin to reopen their businesses.

“Road to Retail Recovery Playbook – Helping Canadian Retailers Navigate the COVID-19 Crisis” leverages global best practices for a range of retail formats to help retailers ensure they have a safe environment for employees and customers during the ongoing pandemic.

“Reopening the retail sector and putting our economy back on track will require new strategies, new rules, and new competencies,” said Diane J. Brisebois, president and CEO, RCC.  “The BCG and RCC partnership has allowed us to address these challenges and provide a strong roadmap for retailers large and small across Canada.”

The Playbook includes key retail operational components such as customer health and safety, employee wellbeing, retail operations, merchandising and marketing, store network and channel, and finances.  Some of the protocols included are: 

  • Customer and employee health monitoring 
  • Checkout and payment 
  • Protective equipment 
  • Supply chain and inventory management 
  • Labour planning 
  • Store deliveries and vendor visits 
  • Trying or sampling products 
  • Advertising and communications 
  • Online fulfillment 
  • Delivery options 
  • Trials and returns 
  • Liquidity management 
  • Rent renegotiations

This resource is free to everyone. Retailers and business owners can go to to download.

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