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 toCOVID-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.
COVID-19 has accelerated the need for retailers to move their physical inventory online in order to take advantage of curbside pickup.
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The lack of ability to shift gears – or lack of financial resources caused by slower sales –shouldn't impact the ability to bring their 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:
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. Another key component? Payment options.
As customers cross lanes and take their own twists and turns as shoppers, welcoming payments that may not be a traditional credit card is essential, as well. Among them include:
Retailers should definitely consider building out an omnichannel retail strategy that goes beyond brick and mortar, as right now, not all shoppers are going to want to return to in-store shopping due to health and safety concerns. This means adding an ecommerce/online sales channel, leveraging social media to drive sales such as Instagram Shopping offers and more. It'simportant to provide customers options right now.
-Kaleigh Moore, Forbes contributor
Looking to simplify your online store management? Retailers can simplify their brand’s ability to quickly build new and edit existing webpages with commerce based platforms that have stores ready to go with customized options available. Drag-and-drop blocks of content called widgets – including individual products, carousels, text blocks, branded images and video, promotional banners, buy buttons, blocks of custom HTML and more – make it easy for retailers to make these sites their own, expanding their opportunity to capture sales along the way