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 /


Cookit

Carrefour UAE has launched “Cookit Yourself” — a curated recipe box created 

Continue Reading

January 5, 2021 | By RetailME Bureau
Al Islami Plant-Based Burger

UAE-based Al Islami Foods, one of the largest frozen food companies in 

Continue Reading

January 3, 2021 | By RetailME Bureau
Marks & Spencer's plant-based range

Marks & Spencer’s plant-based range now offers over 25 vegan products including meat-free 

Continue Reading

December 23, 2020 | By RetailME Bureau

World’s largest fully integrated online brand in fresh fish and meat e-commerce 

Continue Reading

December 14, 2020 | By RetailME Bureau
Koita

Homegrown, organic and plant milk company, Koita has announced its expansion into 

Continue Reading

December 9, 2020 | By RetailME Bureau
Middle East's vegan revolution

Today’s on-demand streaming services are ripe with docu-series and explainer videos on 

Continue Reading

December 3, 2020 | By Shruthi Nair

International food retailer, SPAR has today announced a global partnership to tackle food waste with the 

Continue Reading

December 3, 2020 | By RetailME Bureau

UAE-based concept grocery retail chain, Grandiose has opened a new supermarket within 

Continue Reading

November 22, 2020 | By RetailME Bureau

US-based fast food chain, Nathan’s famous Inc. brings another New York classic, 

Continue Reading

November 12, 2020 | By RetailME Bureau

Dubai-based Union Coop, the leading Consumer Cooperative in the UAE, opened its 

Continue Reading

November 11, 2020 | By RetailME Bureau

UAE homegrown marketplace, Noon.com has announced its Yellow Friday sale from November 

Continue Reading

November 5, 2020 | By RetailME Bureau

UAE-based Al Maya Group officially launched an exclusive range of Woolworths products 

Continue Reading

October 30, 2020 | By RetailME Bureau




Download Images RetailME Magazine