The COVID-19 crisis has ushered in a time of unprecedented uncertainty, bringing with it changes to nearly every facet of modern life. For those in retail, the changes have been difficult, but they’ve also offered an opportunity to innovate and evolve. As plans for re-opening the economy start to take shape, we’re faced with another opportunity: adapting to a new reality in which consumer behavior has changed dramatically both online and in the physical world.
Online spending in the U.S. increased by more than 30 percent year-over-year from the beginning of March through mid-April. This surge will shape the industry’s new normal — especially in sectors that traditionally have seen slower adoption of ecommerce, including beauty, homeware, consumer electronics and luxury goods.
Around the world, the spotlight is on the retail industry in a way it hasn’t been in the past, and retailers have a unique opportunity to connect with their customers, invest in new technology, and shape their brands in a positive way. At HERO®, we see this as an opportunity to advance our mission to keep stores and their employees at the heart of their communities and the economy.
In this practical guide, we have collated our top five strategies that retail brands should adopt as we begin to leave lockdown, including:
01 Virtual Selling: Assist online shoppers like you would in-store
02 The Zoom Effect: Extend the store experience with video chat
03 From URL to IRL: Reserve online, buy in-store
04 Store Ambassadors: Your omnichannel advantage
05 Shopping by Text: The new customer loyalty