In a contactless world every interaction matters more

Covid-19 has reduced in-store visitors, but it’s also driven online sales through the roof. So how can retailers maximise the benefits from the change in behaviour?

Smart retailers stay focused on every interaction. Recent results show that some of the most digitally advanced retail businesses have performed the best in 2020. This is because it doesn’t matter to them that their website rather than their store is now the default destination. They recognise that the speed and quality of the clicks are just as important as chats at the checkout to some customers. So they’ve adapted their operations to personalise and rationalise the journeys their customers take.

Here are some statistics:

• There was a 53.6% increase in online volume sales from February 2020 to June 20201
• Grocery home deliveries increased by 91% from May to June (UK) as one in five British households bought groceries online2
• Store sales fell by 28.3%, while online sales increased by 111.3% in June 20203

In this environment, retailers need to flex the way they serve. They have to embrace new journeys such as Buy Online Pick-up In-Store (BOPIS), making them uber-convenient for customers, and seeing them as opportunities to:

• Shape customer experiences
• Gain competitive advantage
• Eliminate friction from the browse to fulfill process

Whether via self-service or shopping in a traditional assisted manner, the quality of service should never suffer. Today, every interaction is make or break for customer loyalty. With Flooid’s wide network of innovative partners including collaborators like Intel and the Open Retail Initiative, it’s possible to turn every interaction into a transaction.

Read our whitepaper to find out more.