New Customer Experience
Jamie Grill-Goodman & Lisa Johnston
of consumers report spending more on convenience to get what they need, with “convenience” increasingly being defined
by contactless shopping,
ment and inventory
Prior to COVID-19, convenience was a major factor driving the revolution of how consumers shop and the coronavirus has only intensified this trend. This has been witnessed in a surge in mobile payment usage, delivery app downloads and buy-online-pick-up-in-store (BOPIS) adoption. Deloitte reports that “this acceleration is driven by scarcity of other options, while others have opted for these models because they perceive them to be safer and healthier.”
To help you join today’s retail trailblazers, RIS explores changes in consumer behavior since the outbreak of the pandemic, the long-term impact these changes will have on the industry, and how to best capitalize on them.
Consumer behavior is constantly changing, but the onset of the COVID-19 pandemic
has accelerated that evolution like never before.
Much like the rise of the Internet, the coronavirus has the potential to change how consumers shop forever. Thanks to stay-at-home orders, social distancing mandates, and overall safety concerns, customers have already drastically altered the way they shop — changes that have the potential to become permanent fixtures in the retail landscape.
Shoppers will take advantage of buy-online-pickup-in-store (BOPIS) options if available.
Source: Shopkick, “Consumers Looking Forward to Non-Essential Retailers Reopening, as Long as There Are Safety Precautions”
Whether it’s a greater reliance on e-commerce, a spike in home delivery, rapid adoption of curbside pickup, a bump of contactless payment, or countless other modifications to their behavior, shoppers have quickly adjusted to the “new normal.” In lockstep, retailers have been forced to modify on the fly. Moving forward, many are investing in their technology infrastructure to ensure they can adjust for the long term, putting ad-hoc changes in place permanently to continue to meet customer demand whenever and wherever they choose to shop. Additionally, the reinvention of the physical store will be at the heart of the new customer experience.
Source: Deloitte, “The Future is Coming ... But Still One Day at a Time”
Read on to learn how consumers are shopping in 2020 and beyond.