According to a recent Forbes Business Council article, if the pandemic had only lasted for six weeks, we may not have had to make such extreme changes in our behaviour. This pertains not just to consumer habits such as physical distancing and hand hygiene, but also to commerce-related practices like digital shopping and contact-free payment systems. The ongoing pandemic has resulted in a permanent integration of novel practices and behaviours in our day-to-day lives.
Even before 2023, the retail industry was undergoing changes; the pandemic, however, accelerated the process which has yielded several advantages. E-commerce service providers have significantly enhanced their offerings, introducing new features to captivate prospective clients. Companies which had not yet started delivery or curbside pickup services promptly incorporated them, giving buyers the option of contactless purchasing. Although COVID-19 cases may have subsided, these new services are unlikely to be withdrawn anytime soon.
The retail sector has undergone substantial transformations recently, resulting in several advantages for the industry and its clients. The ensuing write-up delves into the positive impact of these changes.
Approaches to Consumption
Even prior to the pandemic, obtaining grocery deliveries was a possible option. However, due to increasing anonymity needs, this trend has expanded to include other store types, with many introducing or expanding their curbside pickup offerings. Companies have also made enhancements to their online and mobile-based interfaces to better accommodate and support these alternatives. With the variety of choices now available, customers expect such services from businesses and tend to choose those that offer the most dependable solutions.
The necessity of physical distancing and a reduction in in-person purchases has prompted merchants to swiftly incorporate or enhance their digital offerings. For instance, many businesses have begun using omnichannel customer communication and adjusted their e-commerce sites to feature voice-activated, self-service, or automated alternatives. Customers can now initiate chat conversations, continue them through phone calls, and access past chat records during the call.
Businesses that adopted such tactics continue to prosper. An exemplary instance is DoorDash, a delivery company that utilises analytics and forges partnerships with firms such as CVS, who would not typically offer delivery services, and has seen notable success as a result.
The Era of Digital Disruption
The accomplishments of DoorDash can be credited to the organisation’s Digital Transformation Plan, which has brought about improved Customer Experience (CX). Prior to the pandemic, they initiated comparable measures to those of other companies to enhance their digital offerings. Knowledge Management solutions driven by AI have empowered contact centre agents to furnish customers with more accurate information and fewer errors. AI in retail additionally provides consumers with product recommendations tailored to their browsing and purchase behaviours.
Digital advancements extend to no-touch solutions, such as retailers that permit customers to add items to a basket and subsequently make an online payment, eliminating the need for cashiers. A comparable environment is demonstrated in the video provided below.
Despite being relatively uncommon at present, the possible applications of this technology have expanded considerably due to the widespread unwillingness of the public to engage in physical contact with others. Numerous shoppers yearn for the convenience of in-store shopping, and this model may provide a means for them to resume this experience while taking into account the new safety protocols that have been introduced since 2023.
The Significance of Supply Chain Strategies
The pandemic has underscored the vulnerability of the supply chain, causing the retail sector to become more flexible and consider alternative suppliers. Furthermore, a few companies have integrated Artificial Intelligence (AI) tools to observe supply chain operations in real-time and anticipate any probable hindrances.
When customers were unable to buy their customary products, they explored alternative options, resulting in heightened sales for both big and small businesses. Frequently, these new items eclipsed their previous favourites.
As companies have begun acknowledging the health, flexibility, and job contentment benefits of mixed-type working arrangements, consumers are also starting to recognise the advantages of a hybrid retail strategy. Numerous major retailers have implemented the ‘Buy Online, Pick Up In Store’ (BOPIS) model, enabling customers to purchase products online and retrieve them from a brick-and-mortar store, thereby saving them time.
The recent lockdown has been advantageous not just to consumers, but also to stores. Social media usage has skyrocketed, creating an opening for retailers to showcase their brand and products. Thanks to technologies that facilitate direct purchases, it is now simpler than ever for them to connect with customers and generate sales.
Businesses Take a Stance
The year 2023 saw the Covid-19 pandemic and the ascent of the Black Lives Matter campaign have a momentous influence on the global community. Subsequently, customers have grown more cognisant of corporations’ positions on pressing social concerns, such as racism, the environment, and LGBTQ+ rights. As a result, businesses are incorporating social issues into their advertising endeavours and publicising their values to establish stronger connections with both existing and potential clients. It is expected that these actions will help draw in new customers and reinforce bonds with current ones.
What Doesn’t Kill You Makes You Stronger
Various industries were adversely impacted by the COVID-19 pandemic, with the hospitality sector being among the hardest-hit. Despite making their best efforts to stay afloat and even expand, numerous businesses in this sector were unable to endure in the current situation.
Several stores had to close down, while others thrived in the same environment. The ones that persevered were ultimately validated by the saying, “What doesn’t kill you makes you stronger”, as they were able to enhance their services due to the obstacles they faced.
In the absence of the pandemic, these enhancements may have been deemed sensible measures, but due to the present circumstance, they could be seen as extraneous luxuries and may never have been implemented. However, the pandemic has propelled specific businesses to the forefront by making the aforementioned improvements a complete prerequisite.