SHOPSMART AUTOS – CUSTOMER INFORMATION – DECEMBER 5, 2020 – 2
Retailers race to adapt, go digital
To captivate consumers’ attention, retailers will need to rely on AI-enabled capabilities. For example, to drive customers back to their storefronts, physical retailers can start with tapping into digitally-enabled touchpoints like contactless payments and buy online and pickup in-store (BOPIS) to accommodate consumers’ need for convenience and safety. While online, the use of self-service capabilities like AI-enabled chatbots will be vital for helping customers to find products or track a package with ease. As summer comes to a close and holiday promotions gear up, companies will need to be more proactive and agile in addressing customer expectations and needs via online channels. Pre-holiday is the time for brands – big or small– to invest in data, technology, and systems that enable exceptional shopping experiences on-and-offline.
A pandemic christmas: What to expect
Social distancing has become part of the new norm, and customers will demand that retailers rethink and readjust the in-store shopping experience accordingly. For brick-and-mortar retailers, omnichannel capabilities like curbside pickup and BOPIS will be essential avenues to explore for the holiday season. Particularly for last-minute shoppers — where two-day shipping isn’t fast enough or is otherwise impacted by shipping delays with the pandemic — who will seek out the convenience of ordering online or via mobile and picking up inside or outside a physical store within a matter of hours. Retailers should also look to implement contactless technology like mobile payments or self-checkout kiosks to make consumers more comfortable returning to in-store shopping. On the online side of the spectrum, because consumers are now online for extended periods, winning mind share, and wallets will be more of a digital race than ever before. One way to ensure shoppers enjoy a streamlined digital shopping experience is by providing fast online checkouts accompanied by free or expedited shipping options. With just 29 days between Thanksgiving and Christmas this year, consumers will flock to the retailers that offer the best last-minute deals and shipping options at the click of a button.
AI saves the day
With the volume of online orders expected to surge this holiday season, last-minute delivery has a whole new meaning for retailers. Now is the time for retailers to troubleshoot logistic and inventory issues to ensure their operations are running like well-oiled machines. The ability to deliver packages on time will make or break retailers as they run the risk of disappointing customers and losing their business. Retailers across multiple categories are feeling the economic blow of the pandemic. As we get closer to the holiday season, more retailers will file for bankruptcy, while others will make great strides in regaining their footing. More than ever, retailers will need technology to enable every touchpoint of the buying experience. Refining BOPIS operations and deploying contactless technologies will provide convenience and ease for in-store holiday shoppers. As for the online holiday shopper, they will gravitate towards the retailers that offer a seamless experience from start to finish and deliver with speed. Last year’s holiday playbook is irrelevant, and retailers must plan accordingly and invest in the right technologies to ensure they’re providing customers with the holiday joy they seek. Make It A Champion Day!
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