Leading up to COVID-19, many retailers had yet to incorporate an omnichannel strategy despite the push for it in recent years. Others, however, were well integrated online with selling avenues overlapping from their own website, marketplace sites such as eBay and Amazon and for many, brick and mortar stores, as well. So when retail came to a screeching, unexpected halt due to COVID-19, these retailers were better positioned to take the lead and capture sales online. Yet shifting gears was not so easy for those who had yet to implement a stronger retail strategy.
The lack of ability to shift gears – or lack of financial resources caused by slower sales –shouldn’t impact the ability to bring customers the most compelling online experience possible. Merchants have the ability to update their online stores more easily than ever thanks to commerce platforms that make it nearly turn-key, ultimately allowing them to focus time and energy on other areas of the business that could drive revenue and customer experience, including:
- BOPIS (Buy Online, Pick-Up In-Store
- Curb-side Pickup
- Enhanced Shipping Options
- Social Media Sales
- Mobile Orders
And not to be ignored here in every avenue of sales is good, old fashioned customer care! Personalization is key. In fact, in a recent report from Avionos, 36% of customers revealed they expect personalized product recommendations on website homepages, up from 28% in 2019. This increased expectation of customized product choices and care is a critical component to those retailers who excel online versus those who are leaving dollars in the dust.
