Store may be set to reopen 15 June – but will they stay open? Here are 3 steps retailers can take to ensure they do.
Qudini recently surveyed 2,000+ British consumers during Covid-19 to find out how they’ve changed their shopping behaviour and discovered:
- 77% of consumers are avoiding non-essential retail types as much as possible.
- 36% plan to use click and collect services more to reduce time in-store.
- 31% want virtual service by phone or video from every type of retailer.
These insights indicate that, in the Coronavirus era:
- In-store social distancing and customer management is needed for customers to visit.
- Stores should become contactless fulfilment hubs for online order pick-up.
- Brand relationships should be built online by phone and video.
How retailers can stay open for business
1) Reduce customer time in-store and build confidence to visit by allowing customers to schedule time-slots using appointment scheduling software and managing virtual queues with queue management software.
2) Create a contactless click and collect experience that enables customers to check-in and receive their order at the store entrance or curbside.
3) Provide a virtual service and host online events. Enable customers to book online appointments and events for virtual service by phone or video.
What getting this right could mean for retailers now and in the future
- Sales in the short term while building longer lasting relationships as a relevant brand.
- Reduced delivery costs and increased omni-channel behaviours leading to future growth (omni-channel customers spend more and retain for longer).
- Improved online sales and customer loyalty, while using the opportunity to understand the future potential of online virtual services for your brand.