Retailers are adapting to evolving consumer behavior and an industry’s new normal. Their creativity helped sustain society during the COVID-19 pandemic; now, their ingenuity is helping reduce a cost-of-living crisis resulting from war and macroeconomic turmoil.
Customer loyalty is on the rise as consumers demand more personalized shopping experiences and sustainable sourcing practices from retailers in an increasingly competitive retail landscape. Retailers must strive to offer these capabilities in order to succeed and remain ahead of competition.
Personalization refers to the process of tailoring business messaging, experiences, products or services to suit each consumer’s unique aspirationsal, interest, demographic and purchasing histories. When done effectively, this can make customers feel engaged and valued – leading to increased loyalty from them in turn.
Retail stores frequently utilize personalized product recommendations, targeted marketing messages or seamless transition between online and in-store shopping to create customer satisfaction. If a customer browses a retailer’s website, mobile app or physical store before purchasing something via their smartphone – their purchase should appear across all touchpoints immediately after.
Omnichannel experiences are especially critical in today’s post-pandemic world where consumers expect tailored experiences. Research demonstrates this expectation with seventy percent of shoppers expecting businesses to recognize them as individuals; those that do have experienced dramatic increases in both sales growth and customer lifetime value (Source: McKinsey & Company).
Retail and ecommerce are merging in exciting new ways. From smart mirrors with augmented reality showing how to wear an outfit you choose online “try-on” experiences or the elimination of checkout lines, shopping has become less of an event and more of an everyday experience. Furthermore, brands are offering loyalty programs which provide pickup/delivery options, discounts, or other advantages to their customers.
These trends are driving both investment and sales growth for retailers, while giving them an edge against digital native competitors who have entered physical retail spaces. Because digital natives do not depend on legacy processes and infrastructure to meet changing consumer demand quickly, they have an edge over incumbent retailers who struggle to modernize stores, expand omnichannel capabilities, invest in novel tech solutions or prioritize innovation and personalization – such as using smart mirrors, digital mannequins or QR codes as examples of technologies used both business-wise and consumer-wise.
Though talking about sustainability in retail settings can be challenging, consumers recognize its significance. They care about the way a product was manufactured, how its impact impacts the environment, and whether or not it fits with their lifestyles. Indeed, seven out of ten Gen Zers, Gen Xers, and baby boomers purchase items based on its sustainability characteristics; 63% of organizations reported an increase in customer loyalty through making sustainability practices more visible.
Retailers must understand that not all consumers perceive sustainability in the same manner. To effectively reach and engage these consumers, retailers should offer options so they can choose whether or not to purchase products packaged sustainably. They should also familiarize themselves with reporting standards so they can remain transparent regarding environmental impacts of their products.
Implementing technology into any business’s operations is integral for growth and efficiency, but in retail it plays a special role that helps differentiate brands from their rivals.
Voice-enabled search, such as Apple’s Siri and Amazon’s Alexa, allows consumers to locate products easily by just using natural speech. It has made shopping much simpler. Furthermore, virtual and augmented reality technologies are quickly gaining importance within retail environments as they allow for immersive experiences that draw consumers in while engaging them further.
Technology has enabled consumers to quickly gain access to real-time customer support from companies, allowing them to get more information before purchasing products from physical stores and finding that certain items aren’t available. Retailers should however be wary when introducing new technology as this may overwhelm older consumers who prefer visiting physical stores with longer lines for purchase.