Rethinking in-store and online customer engagement


October 6, 2020 | By RetailME Bureau

Customer engagement

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.

 

Previous Article Next Article

SHARE

YOU MAY ALSO LIKE /


Rajiv Warrier, Chief Executive Officer, Choithrams

Since the launch of its first store in the UAE five decades 

Continue Reading

March 20, 2024 | By RetailME Bureau
Dr. Dhananjay Datar Chairman & Managing Director ADIL Trading Co. LLC

Dr. Dhananjay Datar Chairman & Managing Director ADIL Trading Co. LLC holds 

Continue Reading

February 29, 2024 | By Rupkatha B
Hani Weiss, Chief Executive Officer, Majid Al Futtaim Retail

In 1995 regional retail conglomerate Majid Al Futtaim introduced Carrefour to the 

Continue Reading

February 26, 2024 | By RetailME Bureau
Prashant Parameswaran, Managing Director and Chief Executive Officer of Tata Consumer Soulfull

Tata Soulfull, a leading name in the ‘good-for-you’ snacks and breakfast cereals 

Continue Reading

February 22, 2024 | By Rupkatha B
Jean-Luc Graziato, Chief Commercial Officer of Majid Al Futtaim – Retail and Alia Al Harmoodi, Acting CEO of the Environment, Health and Safety Agency

Majid Al Futtaim – Retail, which holds the exclusive franchise to operate 

Continue Reading

February 20, 2024 | By RetailME Bureau
Krishna Dhanak, Managing Director, Alpen Capital

In an exclusive interview Krishna Dhanak, Managing Director, Alpen Capital shared insights 

Continue Reading

February 19, 2024 | By Rupkatha B
Majed M. Al-Tahan, Co-founder & Managing Director, Danube Online

As digital transformation across the retail industry continues to accelerate, the expectations 

Continue Reading

December 19, 2023 | By RetailME Bureau
Frederic Levy-Perrault, CEO, Al Raya Supermarket

Saudi Arabia-based grocery retail chain Al Raya Supermarket serves over 100,000 customers 

Continue Reading

December 15, 2023 | By RetailME Bureau
Ahmad AR. BinDawood, Chief Executive Officer, BinDawood Holding

BinDawood Holding has a rich Saudi heritage, spanning over 50 years, 38 

Continue Reading

December 13, 2023 | By RetailME Bureau
Majid Al Futtaim Retail commits to Collaborative Impact Goals at COP28

Majid Al Futtaim Retail, which owns the exclusive rights to operate Carrefour 

Continue Reading

December 8, 2023 | By Rupkatha B
BinDawood Holding Company earns Honorary Shield for Compliance Excellence

BinDawood Holding Company has earned an Honorary Shield, a distinguished recognition by 

Continue Reading

December 6, 2023 | By RetailME Bureau
First Movers Coalition for Food to create up to $20-bn value chain for sustainable farming

The World Economic Forum, with support from the Government of the United 

Continue Reading

December 5, 2023 | By RetailME Bureau




Download Images RetailME Magazine