THE COVID-19 CRISIS IS LEADING TO A 'NEWNORMAL' WHEN IT COMESTODEVELOPING A WINNING CUSTOMER EXPERIENCE, AS DAYMON REPORTS.
The global economy is facing of the biggest depressions in living memory, affecting consumers of all ages, income levels and cultures. Quarantine measures and lock-downs have enforced indoor living, turning our homes into a hub of new consumer habits with regard to shopping, sport, playing and working.
With this in mind, the in-store activities within the consumer goods industry are suffering as no other in retail – due to the COVID-19 crisis, brands and retailers are now focused on creating a safe in-store experience.
In addition, the physical constraints on the shopping experience have led to a proliferation in online channels, which is having a huge impact on in-store sales. Retailers need to work on measures that can help to reinforce the confidence of shoppers and consumers.
Changing Dynamics
Today, health and safety have become priorities for all shoppers, and in turn have changed the rules regarding shopping and buying habits. For example, these hygiene standards have altered normal procedures in the process of purchasing and tasting products at the point of sale.
Creating a safe and enjoyable retail experience has never been more critical or more sensitive to execute. There is a clear cor-
relation between the levels of protection being implemented by retailers and the level of consumer trust.
More than ever, consumers are holding retailers accountable, as trust and reputation become critical factors in deciding where to shop.
This is why in-store services are also evolving, depending on the a retailer’s needs. Hygiene audits have become a great ally in these pandemic times in terms of reducing risk and demonstrating social responsibility, as retailers seek to ensure the safety and protection of staff; check that compliance with customer protection methods are in place; and report on improvement measures based on industry norms or global best practice.
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