As more states lift shelter-in-place orders and retailers slowly begin to reopen their brick-and-mortar locations, the focus shifts to getting customers back into stores. How will retailers go about this task, especially considering in-store foot traffic was on the decline prior to the COVID-19 pandemic?
Giving in-store shoppers a positive, safe, personalized experience that makes them feel comfortable will enhance a retailer’s chances of getting them to return. And that’s the beginning of developing long-term customer relationships that drive profitable businesses.
A safe experience for consumers still wary of being in public places and among crowds is the first order of business for retailers looking to win back in-store shoppers. But just as important, perhaps even more so when evaluating the future health of the retail business, is the experience consumers get once they're inside their doors.
Consumers have come to expect a personalized, streamlined in-store experience, and they're increasingly relying on programs such as buy online, pick up in-store and appointment scheduling to help them get it. For example, appointment scheduling can be used as an effective tool for allaying consumers’ fears of having to spend extra time in crowded retail stores, and it has been proven to drive sales as well.
Our new report, “Open for business,” authored by Total Retail, offers insights and prescriptive actions to help retailers successfully welcome back in-store shoppers. Check it out!