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.”
Words by Farimah Moeini, Snapchat Head of Industry – Retail and Travel TheJuly 5, 2021 | By RetailME Bureau
Snapchat has been betting big on Augmented Reality’s (AR) retail future consideringJune 22, 2021 | By Jibran Chouguley
Union Coop, a consumer cooperative in the UAE, revealed that 78% of
Union Coop has opened its 23rd branch within the UAE in Jumeirah
Nando’s has revealed their revamped Sheikh Zayed Road outlet where newcomers and
UAE-based Al Maya Group announced that it will be boosting import of
UAE-based grocery retail chain, Grandiose has opened its first hypermarket in Abu
UAE-based Carrefour announced its theme and plans for Ramadan 2021. The brand
Locally owned supermarket Spinneys celebrates 60 years of doing business in the
UAE-based Carrefour will become the first retailer in the region to offer new levels
The Organic Farmers’ Market is back in Bay Avenue for its 12th
UAE-based Lulu Group recently inaugurated its first-ever all-female staff store in Jeddah,
Jones the Grocer, the gourmet grocer and cheese retailer launches the Jones
JD Sports Fashion has announced the appointment of Bert Hoyt as its
Online retail giant, Amazon has announced plans to open department stores in
More than a third (37%) of UAE consumers would rather switch retailers
adidas has announced that it will sell Reebok to Authentic Brands Group
A global survey conducted by Foresight Factory, released in partnership with Snap,
The Ministry of Human Resources and Social Development in Saudi Arabia has
China’s retail economy saw a slump in July as a result of
New data from Majid Al Futtaim shows that the UAE retail market’s recovery is continuing.
Masks and make-up don’t really go hand-in-hand right? Despite that, the Middle
The direct-to-consumer (D2C) market has grown rapidly in the last couple of
“The fashion industry will need to ‘slow down’ so that people can