July 02, 2020
Due to the worldwide COVID-19 pandemic, consumer expectations have shifted and evolved. A recent survey conducted by Shekel, shows that 87% of shoppers prefer to shop in stores with touchless shopping options and more than 70% of shoppers are using touchless shopping options when given the choice.
“With our cultural attraction partners beginning to reopen, we knew we had to make a comprehensive change to how we operate our food and retail locations to ensure we’re satisfying customers’ needs for safety and convenience. Our goal was to remove as many human touchpoints across the end-to-end customer shopping experience as possible. We know by introducing touchless shopping, we are offering our customers a more efficient and streamlined experience now and in the future. And, with SSA’s strategic focus on technology and innovation, this was a natural fit for our expertise.” Travis Kight, Chief Culinary Officer for SSA Group.
SSA Group (SSA), historically known as KM Concessions, Inc. was able to utilize existing technology to quickly launch a touchless retail shopping and dining experience at one of its long-standing partner locations, Denver Zoo. Currently this is the only institution in SSA’s portfolio to offer this dual experience.
The two organizations have leaned on one another for over 40 years to curate, activate and evolve the guest experience and today it’s no different. As a pillar in the community and after weeks without visitors, Denver Zoo’s reopening strategy focused on ensuring that all food and retail experiences were safe, smart, innovative and powered by technology.
Guests can access mobile ordering and shopping through the Denver Zoo mobile app or by scanning QR codes that are displayed throughout the Zoo. This service is available at all four restaurants as well as the gift shop. Ordering starts with the scan of a QR code to allow customers to quickly access online stores and menus. Items are selected and paid for through an online system and the customer receives a text message notification when their order is ready for pick up. Items are picked up in a designated, isolated location with limited human contact. This new shopping experience extends safety precautions to not only customers but also employees working at food and retail locations.
“As we planned our reopening, we had to reimagine every aspect of our operations, from how tickets are purchased to the on-site guest experience,” said Amber Christopher, Senior Vice President for Guest Experience and Campus Management for Denver Zoo. “We relied heavily on SSA and our other trusted partners to help us create a safe, healthy environment for our employees, guests and animals, and we’re grateful for their efforts through this process.”
“We are excited about the initial traction we are seeing with touchless shopping at Denver Zoo. In just one week, adoption of mobile ordering for food and beverage sales increased from 33% to 40%. At the end of the day, we know we can’t grow unless we evolve, and as a privately-owned company, we are nimble and quick in driving forward what comes next in guest experience.” Stephanie Turner, General Manager for SSA Group at Denver Zoo.
Touchless shopping is just one way SSA has put safety at the forefront for our partners, guests and employees. SSA has created a dedicated group – the SSAfetyFirst Taskforce – responsible for ensuring the safety of guests and employees across all aspects of SSA’s business. To learn more about the steps SSA is taking to ensure the safety of partners, guests and employees visit: https://thessagroup.com/safety/.
About Denver Zoo:
Home to almost 3,000 animals representing more than 450 species, Denver Zoo is a non-profit 501(c)(3) organization, and the city’s oldest and most passionate advocate for the natural world. The Zoo is among the most visited cultural destination in Colorado, serving almost 2 million people per year, and accredited by the Association of Zoos and Aquariums (AZA), which assures the highest standards of animal care. With the mission inspiring communities to save wildlife for future generations, Denver Zoo dedicates almost $2 million annually to Zoo-led programs aimed at protecting animals within their natural habitats around the world. For more information, visit DenverZoo.org.
About SSA Group:
SSA Group activates the ticketing, culinary, and retail merchandise moments between the experiences at cultural attractions across the United States. As an industry leader, SSA delivers an innovative suite of products and services to millions of families annually. Built by family for families, SSA was founded almost 50 years ago and still, to this day, is rooted in its relationships.
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Published at Thu, 02 Jul 2020 00:00:00 +0000