Whether shopping for clothes, makeup, gadgets, sneakers or even dog treats, we all have our own favorite boutique stores. And for some of us, walking into our favorite store is a gratifying experience.
But today, we are all in a moment of apprehension. When we step outside, we are filled with a strong concern for our health and security.
Businesses with physical spaces that previously offered a unique experience are now faced with a challenge because of social distancing.
How can they still offer a calm and nurturing escape for buyers who are online?
Any retail business today needs to provide an online experience that mimics their physical store.
A fun and trendy business needs to offer an online store with strong visuals and eye catchy content. An eco-friendly, vegan food shop should offer the same variety of products online for their audience with very particular tastes. An innovative tech store should make sure it maintains its exclusivity or authenticity for its online store.
The objective is the same. These businesses should build an online shopping experience that is just as compelling as walking into their actual store.
But aside from building a seamless online customer journey, they need to understand what customers currently need (and perhaps, what they are currently feeling).
Countless webinars are telling us that customer behaviors are shifting – this is an indicator for businesses to constantly listen to the pulse of their customers.
What products and services are more relevant in a post-pandemic world? How can businesses better provide for them?
This can mean businesses should use technology to better gather customer analytics to understand their behavior better.
They can also use automation to improve their operations so they can work faster and serve customers better.
There are also intelligent solutions that can help them speak to more customers without needing to stay glued to a laptop or a mobile phone all day.
Regardless of the industry, businesses need to focus on improving their online customer experience because, to be honest, it may be the only experience their customers will have with their businesses – at least for the next few months.