Have you noticed the changes in the way we have been shopping in the last couple of years? Sure, we’re talking about moving from a physical shop to the online space but what else? Our demand has shifted from discretionary items to essentials. We can live without shoes but not without a disinfectant. We demand home deliveries, we demand same-day deliveries, and more. A few years back, what seemed like a distant dream is now our reality.
So, the question here is, what did the pandemic change? Well, obviously everything! But more importantly, it changed consumer expectations and demand drastically. So much so that many businesses that couldn’t go digital overnight, perished.
But it is important to note that although online shopping increased in pace, the physical outlets still were important contact points for customers and played a key role in shaping digital strategy. Many retailers reimagined their physical store spaces as experience centers for customers who chose to visit and feel the brand.
Sales and service teams’ roles also evolved from handling just one part of their work to understanding the entire mechanism to build better connections with customers and create brand loyalty by leveraging digital technologies.