The COVID-19 pandemic has profoundly affected the retail sector, with many stores forced to close at the height of lockdown. During that time, consumers switched their spending to online. The shift back to in-store purchasing has begun, but a far higher proportion remains online than before the crisis.
“As of July 2022, 57.5% of worldwide internet users buy something online at least once a week.“
Many customers enjoy the convenience of shopping online. But still, enjoy going into a store to see and feel a product.
Customers expect a seamless experience and won’t stay loyal if they don’t receive it. Building a strategy for your omnichannel shopping experience is more important than ever.
Here we look at how retailers can rethink the omnichannel shopping experience for customers to meet new expectations.
“57 percent of the customers have used a retail mobile app while in-store, new research by Yes Marketing states“
A former head of customer experience at Amazon said, “Customers who had a great seamless return experience would drive more sales than a customer who never had to return a product“
“When customers know that they can get their money back just as easily as they can spend it, they’ll shop with more confidence and spend more.” — Sanaz Hajizadeh, Happy Returns
Click and collect turnover in the UK is expected to be 11.9 billion euros in 2023.
People are 40% more likely to spend more than planned when they identify the shopping experience to be highly personalized.
“68% of consumers say it’s absolutely critical or very important that associates understand their personal preferences or needs” — Salesforce state of service.
Here at Engine Service Design, we thrive on fixing, re-imagining and innovating services that help our clients deliver brilliant customer experiences. Discover more about our work with THAT lifestyle store and Sainsbury’s.
If you have any questions about how we can help or would like any further information, please get in touch: we would love to help.
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