Rethinking in-store and online customer engagement


October 6, 2020 | By RetailME Bureau

Retail store re-openings are accelerating the use of digital towards rethinking in-store and online customer engagement, states Deloitte.

The effects of COVID-19 on the retail industry are profound and unprecedented. Retailers now have to evaluate how the customer has evolved during and after the crisis. Customer expectations, needs, behaviours and priorities have to be evaluated in the new environment.

“Be digital-first, even in-store,” Deloitte recommends. “Beyond a website and an app, invest in customer-facing digital tools that enhance the customer experience in-store. When they can’t be in-store, livestream shopping events hosted by store associates for at-home customers, taking orders in real-time through the app. Continue to improve frictionless, contactless payment options. Use augmented reality (AR)-enabled product-detail pages online to create immersive store-like experiences.”

Deloitte also suggests retailers to rethink the purpose of the store. “Use the store as a showroom. Change the ratio of back-of-store to front-of-store to support greater online fulfilment needs. Use store space to offer support services to customers, such as setting up a call centre on the shop floor for staff to take calls and virtual shop for customers in real-time.”

Overall, rethinking in-store and online customer engagement will be crucial in the future as shopping habits and expectations have transformed.

Finally, Deloitte points towards the importance of creating emotional, not just transactional, loyalty. “Recognise returning customers in-store the same way you do online. Offer exclusive access or services, not just pricing promotions.”

 

For all the latest retail news from the Middle East, follow us on Twitter and LinkedIn, like us on Facebook and subscribe to our YouTube page.

 

Comments

comments

Previous Article Next Article

YOU MAY ALSO LIKE /



Union Coop, a consumer cooperative in the UAE, revealed that 78% of 

Continue Reading

August 24, 2021 | By Jibran Chouguley

Union Coop has opened its 23rd branch within the UAE in Jumeirah 

Continue Reading

August 2, 2021 | By Jibran Chouguley

Nando’s has revealed their revamped Sheikh Zayed Road outlet where newcomers and 

Continue Reading

July 8, 2021 | By Jibran Chouguley

UAE-based Al Maya Group announced that it will be boosting import of 

Continue Reading

June 24, 2021 | By RetailME Bureau

UAE-based grocery retail chain, Grandiose has opened its first hypermarket in Abu 

Continue Reading

June 2, 2021 | By RetailME Bureau

UAE-based Carrefour announced its theme and plans for Ramadan 2021. The brand 

Continue Reading

March 31, 2021 | By RetailME Bureau

Locally owned supermarket Spinneys celebrates 60 years of doing business in the 

Continue Reading

March 9, 2021 | By RetailME Bureau
Almarai, Carrefour, Emirates have the most loyal customers

UAE-based Carrefour will become the first retailer in the region to offer new levels 

Continue Reading

February 22, 2021 | By RetailME Bureau

The Organic Farmers’ Market is back in Bay Avenue for its 12th 

Continue Reading

February 17, 2021 | By RetailME Bureau

UAE-based  Lulu Group recently inaugurated its first-ever all-female staff store in Jeddah, 

Continue Reading

February 15, 2021 | By RetailME Bureau
Jones the grocer

Jones the Grocer, the gourmet grocer and cheese retailer launches the Jones 

Continue Reading

February 1, 2021 | By RetailME Bureau

UAE-based Al Maya Supermarkets is hosting a two-week food festival at select 

Continue Reading

January 17, 2021 | By Lawrence Pinto




Download Images RetailME Magazine